Supervisor, SAM & CLH

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Skills you'll use

What you'll do

• 1. Shift Leadership & Escalation Ownership
• Own the shift: allocate work across the Level III, II and Level I analysts on duty, hold turnaround targets, and act as the senior decision-maker on the floor.
• Take and resolve escalations — customer complaints, blocked provisioning, entitlement disputes and licence failures — and judge correctly what must go to the ESAM Manager or the client rather than be absorbed.
• Run a clean handover into the next shift: open escalations, at-risk items and in-flight approvals documented and explicitly accepted, so nothing stalls in the gap.
• Mentor Level II analysts, review their complex casework, and build the bench for shift-lead cover.
• Monitor the portal and ticket queues for the shift, keeping ticket hygiene and category coding correct so reporting downstream is trustworthy.
• 2. Corporate License Hosting (CLH) Server Operations
• Monitor the health of the global licence servers hosting concurrent and floating licences, working daemon drops and service failures to resolution within the 4-hour critical SLA.
• Raise and validate 'Licence File Change' requests on contract renewal, quantity change or expiry, editing the flat text configuration files on the hosting servers correctly and reversibly.
• Read concurrent checkout and peak-usage metrics from the Altair Floating License Monitor — logging in strictly as a guest, and never entering corporate credentials without explicit system-administrator approval.

Who can apply

• 6–10+ years in software asset management or software licensing operations, including experience as a shift lead, team lead or senior technical escalation point.
• Hands-on Corporate License Hosting or floating-licence server experience: FlexNet or comparable daemons, editing licence configuration files, troubleshooting daemon and service drops, and reading concurrent-usage metrics.
• Strong command of EULA and clickwrap review, licence terms and the commercial and legal risk they carry, with the judgment to stop a request rather than pass it through.
• Proven licence-position work — reconciling entitlement against deployed and consumed usage and defending the result.
• Comfortable working a rotating or fixed non-standard shift, including the NAMER window (22:00–06:00 IST).
• Clear English communication and the confidence to hold a technical or compliance line with client stakeholders and publishers.

About Astreya Consultancy India Private

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