BizOps Manager (Position located in Bengaluru, India)

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Skills you'll use

What you'll do

• Lead, mentor, and develop the Bangalore BizOps team, setting clear expectations, conducting performance reviews, and building a high-performing support culture.
• Serve as the primary escalation point for support tickets across all business applications, ensuring issues are triaged, routed, and resolved within established SLAs.
• Manage day-to-day operations through ServiceNow, including queue oversight, workflow configuration, reporting, and ticket automation initiatives.
• Own the problem management process — identify recurring ticket patterns, conduct root cause analysis, and implement permanent fixes that measurably reduce ticket volume over time.
• Drive AI-assisted automation across the support function, including intelligent ticket classification, automated resolution for high-frequency issues, and AI-powered knowledge base deflection through ServiceNow and integrated tooling.
• Oversee SOX compliance standards across all supported platforms, ensuring rigorous access controls, audit logs, and change management documentation are maintained.
• Coordinate with US-based BizApps Delivery teams on deployment-related configurations, system changes, and cross-functional projects.
• Own onboarding and training programmes for new analysts, including tool access provisioning, runbook documentation, and shadow programme coordination.
• Provision and manage user access including creating users, assigning permissions, and processing terminations across supported platforms.
• Maintain data quality through regular hygiene tasks, validation activities, and coordination with system owners.

Who can apply

• 5+ years in a business applications support, operations, or systems administration role.
• Prior team leadership experience; comfortable managing distributed or offshore teams.
• Familiarity with Salesforce, NetSuite, and Workday; broader knowledge of GTM and CS tooling is a plus.
• Experience with problem management frameworks (e.g., ITIL) and a track record of reducing ticket volume through root cause analysis.
• Hands-on experience with AI-assisted automation tools and a proactive mindset toward leveraging AI to reduce manual ticket handling.
• Strong communication skills and the ability to partner effectively with US-based stakeholders across time zones.
• Experience working within an ITSM or ticketing environment (ServiceNow preferred).
• Background in SOX-regulated or audit-conscious environments is a plus.
• Our Fantastic Benefits
• We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits .

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