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Riverbed Technology, a leader in AIOps and observability, is seeking a Support Operations Analyst to scale its global support organization and drive operational excellence. This role serves as a strategic partner to Support Leadership and Core IT Operations, delivering real-time business insights, workforce planning, performance analytics, and operational governance.
Key Responsibilities:
Business Intelligence & Analytics: Design, build, and maintain dashboards, reports, and data infrastructure to provide actionable insights. Deliver real-time analytics and operational visibility to Support Leadership. Analyze support business performance across Global Support Operations, Workforce Management, and Data & BI functions. Develop and present KPI reviews, trend analyses, capacity reports, and business performance updates.
Workforce Planning & Operational Management: Lead workforce planning activities including forecasting, capacity modeling, scheduling, and resource optimization. Monitor real-time SLA adherence and operational performance. Drive headcount planning aligned with business demand and growth projections. Establish operational rhythms ensuring consistent performance tracking and accountability.
Systems, Tools & Reporting: Partner with IT teams to ensure support systems, tools, reports, and dashboards remain accurate and effective. Act as business owner for contact center/call center applications and associated processes. Identify opportunities to improve reporting automation, data quality, and operational efficiency.
Strategic Initiatives & Business Transformation: Lead cross-functional initiatives improving customer experience, agent productivity, operational efficiency, and cost optimization. Drive transformation programs enhancing support delivery models. Collaborate with stakeholders across Support, IT, Customer Success, and Operations to implement scalable solutions.
Required Qualifications:
- 5+ years in business operations, analytics, reporting, or operational strategy
- 4+ years supporting post-sales organizations (Technical Support, Customer Experience, Customer Success, Service Operations)
- Proven experience leveraging data and analytics to influence strategic decisions
- Strong workforce management knowledge (forecasting, capacity planning, scheduling, resource optimization)
- Experience managing operational KPIs, dashboards, and performance reporting frameworks
- Excellent analytical, problem-solving, and data interpretation skills
- Strong communication and stakeholder management abilities
- Experience with support technology stacks (CRM, ticketing systems, Salesforce)
- Hands-on expertise with Business Intelligence tools (Power BI, Tableau)
- Advanced proficiency in Excel, SQL, or equivalent analytical platforms
Preferred: Global technical support/customer service experience, contact center operations knowledge, operational transformation leadership, familiarity with customer support metrics and SLA management.
