Support Operations Analyst

About Welspun

Welspun World is one of Indias fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing.

At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world.

Job Purpose/ Summary

The Support Operations Analyst manages end-to-end WelHire support operations, ensuring timely issue resolution, stakeholder satisfaction, and continuous service improvement.

Job Title

Support Operations Analyst

The Support Operations Analyst is responsible for delivering exceptional operational support for the WelHire platform by managing the end-to-end lifecycle of support requests for candidates, internal Talent Acquisition teams, and business stakeholders. The role serves as the primary point of contact for platform-related queries, ensuring timely issue resolution, proactive stakeholder communication, and an outstanding customer experience.

Working closely with Product, Engineering, IT, and business teams, the incumbent will drive operational excellence by monitoring support performance, managing SLAs, identifying process improvement opportunities, maintaining knowledge repositories, and enhancing the overall platform experience through continuous operational improvements.

Principal Accountabilities

Manage the complete lifecycle of support tickets ensuring timely resolution and closurebr Provide firstlevel operational support to candidates internal recruiters hiring managers and business stakeholdersbr Prioritize categorize and assign support requests based on business impact and SLA commitmentsbr Ensure accurate documentation of issues resolutions and followup actionsbr Serve as the single point of contact for WelHire platformrelated operational queriesbr Deliver prompt professional and empathetic communication throughout the support lifecyclebr Keep stakeholders informed through regular status updates until issue resolutionbr Build trust by ensuring every support interaction results in a positive user experiencebr Monitor ticket queues to ensure adherence to defined Service Level Agreements SLAsbr Escalate critical issues appropriately while coordinating with Product Engineering and IT teamsbr Track aging tickets and ensure timely closurebr Drive continuous improvements in ticket turnaround time and firstresponse metricsbr Proactively monitor candidate journeys and identify candidates requiring interventionbr Support candidate engagement through timely followups and issue resolutionbr Ensure candidates experience minimal disruption during assessments and hiring processesbr Improve overall candidate satisfaction by resolving issues with speed and empathybr Monitor operational dashboards and key support metricsbr Analyze ticket trends recurring issues root causes and SLA performancebr Generate periodic operational reports for leadership reviewbr Recommend actionable insights to improve platform reliability and support efficiencybr Partner with Product Engineering IT HR and Operations teams to resolve complex platform issuesbr Coordinate defect tracking testing support and production issue resolutionbr Participate in release readiness activities and postrelease supportbr Act as the operational bridge between business users and technical teamsbr Develop and maintain Standard Operating Procedures SOPs FAQs troubleshooting guides and knowledge articlesbr Ensure support documentation remains updated and easily accessiblebr Promote selfservice by improving knowledge resources for users and internal teamsbr Identify recurring operational issues and recommend process improvementsbr Support automation initiatives to reduce manual effort and improve response timesbr Participate in continuous improvement projects to enhance operational efficiencybr Contribute ideas that improve user adoption and platform effectivenessbr Ensure compliance with established support processes quality standards and documentation requirementsbr Maintain accurate audit trails for support activitiesbr Adhere to information security and data privacy guidelines while handling user information

Key Interactions

Top Management,Mid Management,Client Relations ,Employees,Junior Management

Experience

2

Competency Name

Competency Name Proficiency Level Business & Commercial acumenExpert EntrepreneurshipExpert Global Mind-setExpert People ExcellenceExpert Customer CentricityProficient Stakeholder ManagementProficient Communication SkillsProficient Analytical ThinkingProficient Planning and MonitoringProficient Problem SolvingProficient Attention to detailProficient CollaborationProficient Continuous ImprovementProficient AccountabilityProficient

Additional Section (Can Be Added, If Required.

NA