Technical Operations & Zoho Specialist

About the role

The Technical Operations & Zoho Specialist will drive efficiency across technical teams by monitoring activities, ensuring high‑quality deliverables, and championing automation initiatives. This role acts as a bridge between support, engineering, and management to uphold standards and foster continuous improvement.

Key responsibilities

• Review and monitor the quality of work performed by Support and Engineering teams.
• Validate, update, and improve Knowledge Base content for accuracy and completeness.
• Track technical projects and operational activities to ensure compliance with standards, procedures, and timelines.
• Identify process‑improvement and automation opportunities and implement them within Zoho applications and workflows.
• Leverage AI tools (e.g., ChatGPT, Zoho Zia) to enhance reporting, knowledge management, and issue analysis.
• Develop AI‑assisted workflows using platforms such as n8n, Make, or similar.
• Monitor adherence to technical policies and provide recommendations for efficiency gains.
• Prepare periodic reports on technical operations, service quality, and performance metrics.
• Facilitate communication between Support Teams, Technical Managers, Development Teams, and senior management.
• Document and maintain technical procedures, standards, and best practices.
• Participate in quality assurance activities, process reviews, and operational audits.
• Automate repetitive operational tasks to boost productivity and service quality.

Required profile

• Bachelor’s degree in Computer Engineering, IT, Computer Science, or a related field.
• Proven experience in technical operations, support, service delivery, or quality assurance.
• Strong understanding of ticketing systems, knowledge‑management platforms, and service‑management processes.
• Familiarity with process‑improvement methodologies and automation concepts.
• Experience working with HR systems such as HRMS, attendance, and payroll solutions.

Required skills

• Zoho suite (including Zoho Zia)
• AI tools such as ChatGPT
• Automation platforms: n8n, Make (or similar)
• Ticketing systems
• Knowledge‑base management platforms
• HRMS and related HR software