Job Description

vHive is seeking a skilled Operations Support Manager to join the Operations team to work directly with the Director of Operations to manage the deliveries of digital products.

This is a critical role within the operations team that will manage the day-to-day data processing activities for the delivery of digital twins. By utilizing advanced knowledge of the digital data annotation process combined with experience in technical support, this position will work directly with suppliers and internal stakeholders to ensure smooth delivery of data products to our customers.

This position will work from the vHive office located in Pune, India but will report directly to the Director of Operations located in Europe. Required to stay aligned and work daily with the Operations Support Manager to ensure smooth operations.

Requirements

Skills and Experience:

• Technical knowledge of the digital twin creation process including 3D Data Annotation, 2D and 3D CAD development, Photogrammetry, and the Digital Twin process
• Experience with support ticketing systems, specifically Jira and Jira Service Management tools
• Knowledge of how software companies operate and release new features and developments with the ability to inform and instruct stakeholders how these updates function and impact workflows
• Ability to troubleshoot and diagnose issues and quickly make decisions about how they can be resolved
• Working with international teams and stakeholders that span all cultures and time zones
• Excellent communication skills utilizing email, Zoom, Slack, WhatsApp, etc with an ability troubleshoot issues and clearly communicate the required resolution in English
• Experience monitoring SLA’s through use of Work Orders and Purchase Orders and developing tools to manage vendor deliveries

Responsibilities:

Data Processing :

• Manage day-to-day progress of deliverables and 3D data annotation team interfaces to ensure timely delivery of data products to customers
• Act as the main point of contact for resolving data annotation related issues
• Keeping data annotation teams updated on new implementations or protocol changes
• Understand the full SOW for data tagging teams and track their SLA
• Oversee data product reprocessing to reduce costs
• Develop and maintain training for data annotation tagging using latest protocols

Issue Resolution:

• Ensure effective resource management for quick issue resolution
• Utilize and monitor the Jira Service Management (JSM) system ticket resolution
• Prioritize incoming tickets effectively and clearly communicate the outbound resolution plan
• Track internal SLAs for issue resolution responsibilities

Process Improvement:

• Identify and implement process enhancements for streamlined data processing
• Develop detailed dashboards for issue tracking and problem resolution
• Management of a PO system for data annotation Work Order Requests

Qualifications:

Basic:

• 5+ years of experience with a software development company in a similar role
• 2-3 years of experience in 3D Data Annotation environments
• Experience in Support Ticket Management
• Bachelor's Degree in Information Technology, Computer Science, Data Science, or other related field
• Advanced knowledge of 3D and 2D CAD development processes and the relevant softwares being used in their creation
• Excellent verbal and written English communication abilities

Preferred:

• Masters Degree in Information Technology, Computer Science, Data Science, or other related field
• Experience with Data Project Management and Vendor Management processes
• History of working for international organizations and teams located around the world
• Ability to develop and monitor SLA’s and track deliverables including the development of analysis tools that can directly track performance
• Possessing an Analytical “Operations” mindset with the ability to quickly solve problems and implement solutions independently
• History working with a start-up company in a relevant software industry and not being too reliant on existing workflows and processes, but instead designing and implementing them