Tech Operations Lead

Requirements

Key Responsibilities :

Technical Operations Management :

• Lead and manage the planning execution and maintenance of Zoho applications (e.g. Zoho CRM Zoho Books Zoho Desk) and custom-developed applications.
  

• Configure and customize Zoho solutions using tools like Zoho Creator Zoho Flow and Deluge scripting to meet client-specific needs.
  

• Oversee integrations between Zoho apps custom applications and third-party systems via APIs or middleware (e.g. Zapier Mulesoft).
  

• Develop operational roadmaps establish KPIs (e.g. system uptime response time) and conduct audits to optimize application performance.
  

Project Delivery and Collaboration:

• Collaborate with product managers developers QA engineers and business stakeholders to ensure timely high-quality project delivery.
  

• Facilitate requirement-gathering sessions translate business needs into technical specifications and manage project timelines using tools like Zoho Projects or Jira.
  

• Drive Agile/Scrum practices including sprint planning stand-ups and retrospectives to align cross-functional teams.
  

• Mitigate project risks and resolve conflicts to maintain delivery schedules and client satisfaction.
  

Architecture and Scalability:

• Guide the development team in designing robust modular and scalable application architectures for Zoho customizations and standalone apps.
  

• Oversee the implementation of microservices serverless architectures or other modern frameworks to enhance flexibility.
  

• Ensure scalability of infrastructure through auto-scaling load balancing and disaster recovery mechanisms on cloud platforms (e.g. AWS Azure Google Cloud).
  

• Maintain coding standards version control (e.g. Git) and secure integration practices.
  

Quality Assurance Oversight:

• Establish and enhance QA frameworks including automated testing (e.g. Selenium Cypress) and manual testing processes to ensure defect-free releases.
  

• Define quality metrics (e.g. defect density test coverage) and supervise testing efforts to meet release standards.
  

• Conduct root cause analysis (RCA) for post-release issues and implement preventive measures to improve reliability.
  

• Promote shift-left testing and continuous integration to catch defects early in the development cycle.
  

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DevOps and Infrastructure Management:

• Implement and maintain CI/CD pipelines using tools like Jenkins GitLab CI or Zoho Catalyst for automated builds tests and deployments.
  

• Leverage infrastructure-as-code (IaC) tools like Terraform or AWS CloudFormation to provision consistent environments.
  

• Set up monitoring tools (e.g. Zoho Site24x7 Prometheus Grafana) and alerting systems to ensure infrastructure reliability.
  

• Coordinate blue-green or canary deployments to minimize downtime and maintain high availability.
  

Data Analytics and Reporting:

• Utilize Zoho Analytics or similar BI tools (e.g. Tableau Power BI) to create dashboards reports and KPIs for operational and business insights.
  

• Integrate data sources (e.g. Zoho CRM SQL databases) to enable unified real-time reporting.
  

• Drive data-driven decision-making by providing predictive analytics and trend analysis to stakeholders.
  

• Ensure data accuracy compliance with governance policies and adherence to privacy regulations (e.g. GDPR CCPA).
  

Issue Escalation and Resolution:

• Serve as the primary escalation point for critical technical issues ensuring rapid diagnosis and resolution.
  

• Coordinate with developers DevOps or vendors to implement fixes and document resolutions to prevent recurrence.
  

• Communicate the issue status and resolution timelines to clients and internal teams maintaining transparency.
  

• Conduct post-incident reviews to identify lessons learned and improve operational resilience.
  

Client Coordination and Support:

• Lead client onboarding solution implementation and post-deployment support for Zoho and custom solutions.
  

• Customize applications to align with client workflows provide training and ensure smooth adoption.
  

• Manage client issues through ticketing systems (e.g. Zoho Desk) and resolve them within SLAs.
  

• Conduct regular check-ins to assess solution performance gather feedback and identify upsell opportunities.
  

People Management:

• Lead and mentor a team of developers QA engineers DevOps staff and support personnel setting clear goals and expectations.
  

• Conduct performance evaluations provide coaching and support career development through training programs.
  

• Allocate resources effectively balancing project demands with team capacity and skill development.
  

• Foster a collaborative inclusive team culture that encourages innovation and accountability.
  

Continuous Process Improvement:

• Conduct regular process audits to identify inefficiencies and implement lean or Six Sigma principles for optimization.
  

• Stay updated on Zoho updates industry trends and emerging technologies (e.g. AI-driven testing low-code platforms) to enhance operations.
  

• Gather feedback from teams clients and end-users to drive iterative improvements.
  

• Promote knowledge-sharing through documentation cross-training and retrospectives.
  

Benefits

Qualifications

• Education: Bachelor s degree in Computer Science Information Technology or a related field (Master s degree preferred).
  

• Experience:
  

• 4-7 years of experience in technical operations software development or IT management.
  

• 3 years of hands-on experience with Zoho applications (e.g. Zoho CRM Zoho Creator Zoho Analytics).
  

• Proven track record of leading cross-functional teams and delivering complex technical projects.
  

• Experience with cloud platforms (AWS Azure Google Cloud) and DevOps practices (CI/CD IaC).
  

• Technical Skills:
  

• Proficiency in Zoho suite administration customization and integration (Deluge Zoho Flow).
  

• Expertise in software development (e.g. JavaScript Python ) and API integrations.
  

• Familiarity with QA tools (Selenium Cypress JMeter) and BI platforms (Zoho Analytics Tableau).
  

• Strong knowledge of DevOps tools (Jenkins Docker Kubernetes Terraform) and monitoring solutions (Prometheus Grafana).
  

• Soft Skills:
  

• Exceptional leadership communication and stakeholder management skills.
  

• Strong problem-solving and crisis management abilities.
  

• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  

• Certifications (preferred):
  

• Zoho Certified Developer or Administrator.
  

• AWS Certified Solutions Architect Google Cloud Professional or similar.
  

• PMP Scrum Master or ITIL certification.
  

Key Performance Indicators (KPIs)

• System uptime and reliability (e.g. 99.9% uptime).
  

• On-time project delivery and budget adherence.
  

• Defect escape rate and test coverage percentage.
  

• Client satisfaction (e.g. NPS ticket resolution time).
  

• Team engagement and retention metrics.
  

Why Join Us