Support Operation Manager

We Are:

At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content. Join us to transform the future through continuous technological innovation.

You Are:

You are an experienced, hands-on support leader who combines technical understanding with business acumen and a genuine commitment to helping others. With at least 10 years of professional experience and demonstrated leadership of support operations, you are ready to establish a support function from the ground up, defining its procedures, operating model, and ways of working.

You are comfortable leading a small team while remaining directly involved in investigations, user support, and improvements to the support infrastructure. You approach problems methodically, explain complex topics clearly, and help users navigate tools, reports, and business processes with patience and respect.

You understand that first-line support is an entry point, not simply a ticket-routing function. You seek to resolve issues within existing product and process capabilities, recognizing when a code change, a new process version, or another product change requires escalation.

You take responsibility for building a support framework that can scale. You look for opportunities to improve knowledge management, standardize recurring activities, and adopt automation and AI-enabled workflows. Practical experience implementing AI solutions is a strong advantage, but your willingness to learn and apply them thoughtfully is essential.

Who You Are:

• Patient and service-oriented, with a genuine willingness to listen, explain, and help users resolve their needs.
• Methodical and organized, maintaining clear records, consistent follow-through, and dependable support practices.
• A hands-on leader who coaches others and takes responsibility for both service delivery and the framework behind it.
• A clear communicator who can translate between technical issues and business needs.
• A collaborative problem-solver who works constructively with product, engineering, reporting, and process owners.
• Curious and improvement-oriented, willing to challenge repetitive work and explore practical uses of AI and automation.
• Comfortable balancing daily support demands with the work needed to make the operation more effective and scalable.

What You’ll Be Doing:

• Establishing the support procedures, operating model, knowledge base, and service management practices for a new support function covering tools, reports, and processes.
• Leading and developing a team of 3–4 people, including yourself, supporting a community of approximately 300 users while remaining hands-on with daily operations and complex investigations.
• Owning and continuously improving the support framework and infrastructure, balancing immediate user needs with longer-term scalability and service quality.
• Using ServiceNow as the first-line support entry point and defining intake, classification, prioritization, investigation, resolution, and closure practices.
• Enabling the team to resolve issues that do not require product changes, within approved permissions and controls, by combining technical troubleshooting with an understanding of business processes and reporting needs.
• Defining the escalation path to Jira Cloud for issues requiring code changes, new process versions, or other product changes, with clear diagnostic information and handover criteria.
• Working with product, engineering, reporting, and process owners to establish responsibilities for user communication, progress tracking, and resolution confirmation after escalation.
• Building reusable knowledge articles, troubleshooting guides, and standard operating procedures, and turning recurring issues into improvement proposals for the relevant owners.
• Identifying and implementing opportunities for automation and AI-enabled workflows, with appropriate validation and human oversight.
• Establishing service measures and using support trends, user feedback, and operational data to prioritize continuous improvement.

The Impact You Will Have:

• Create a consistent and dependable support experience across tools, reports, and processes.
• Increase the team’s ability to resolve issues without unnecessary escalation while ensuring product changes reach the appropriate owners.
• Reduce repeated investigation and reliance on individual knowledge through clear procedures and accessible support documentation.
• Improve collaboration between support