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Support Operations Lead

  • Applications are considered on a rolling basis
  • Chandigarh
  • Applications are considered on a rolling basis
  • Chandigarh

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

Customer Support is the unit that is providing professional, efficient and effective technical support to Basware Customers/Partners in a manner that further enhances Customer experience, satisfaction and loyalty. We work to resolve Customer Cases and Incidents to enable our Customers to use Basware products and services efficiently and enable them to run their business seamlessly._

Description. Ensures internal & external customer satisfaction 24x7x365.


We are now looking for _ a Support Operations Lead to join our existing__CS-Support Operational Excellence team: who can manage customer support shifts (24x7x365) to ensure the smooth running of the support process and ensure that all cases and incidents are handled/assigned as per the priority defined in the support classification (especially during off business hours in order to achieve Response and Resolution SLAs.)_


The main responsibilities of a Support Operations Lead is to drive support operational excellence as well as to ensure that the shifts operate efficiently and with correct prioritization according to our processes. This may lead to various support operational excellence topics from identification via multiple channels to implementation of measurable support quality improvements.

In addition to quality improvements, this role requires assistance to be given to 1st and 2nd line support teams on technical and process related queries. You should be able to understand the impact on Customer business and take the most appropriate approach to provide guidance within support organization.

  1. Good to have knowledge of BW P2P or Network portfolio and must be open-minded for learning other areas.
  2. The ability to analyze the overall workload and bring up initiatives based on the data to make the overall Support operations more robust and efficient.

Work with great people

Hanna Ikonen
Senior Manager, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Senior Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Senior Specialist, Communications
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Support
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."
Namrata Checker
Team Lead, Digital Marketing
"What I love most about my job is the people that I work with, the freedom of putting forward my ideas, thoughts and feedback but also the freedom of creating the way of working that works best for me."
Siddhartha Bhatia
Senior Cloud Developer
"I am honored to have worked with the leaders of tomorrow. The organization is absolutely people centric with its prime focus always on employee engagement, loyalty and satisfaction."

Skills & Requirements

Qualifications (“Mutual interest”)

In order to thrive and succeed in this role, we expect you to have the following skills:

  • To take full responsibility of the shift in terms of management of support staff (all lines 100+ people who may vary from shifts to shifts), management of case/incident queues and quality targets
  • To ensure the smooth running of the global support processes and procedures
  • Monitor, measure and report on support related processes
  • Problem-solving and troubling shooting skills are necessary to assist the support line whenever needed to provide the resolution
  • To work closely with other Shift Lead and Solid line managers to ensure efficient work output
  • To ensure that the training skills are met for current and future demands of the shift
  • To have an active role in the support organization’s continuous improvement plan to achieve for future growth within the company
  • Maintaining a high level of timekeeping is of the essence
  • To be able to add value by bringing initiatives that increase the overall support value chain.


  • Minimum 5 years of experience in a technical lead or similar role background
  • Leadership and presentation skills
  • Strong Analytical and Logical skills
  • Strong general IT infrastructure knowledge (Networks, Virtualization, Computer hardware, Software delivery methods)
  • Strong knowledge of Microsoft operating systems (servers and workstations)
  • knowledge of SQL Server and/or Oracle databases including scripts, queries, and fine-tuning,
  • Good to have ASP.Net, VB, XML, Shell scripting, Excel, Sharepoint, Process Flows
  • ITIL understanding
  • Intermediate consulting skills
  • Business language: Good English Communication Skills are mandatory (Verbal & Written)
  • Positive attitude is must

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.

2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Ankita Sharma | Contact Person

I'm interested

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