Manager Software Operation Centre
Posted on: January 08, 2026 | Remote India
Company Name: Shipbob.com | Application Deadline: Rolling Basis
Team: Software Operations Centre | Reports To: SOC Director
Division: Technology Operations | Employment Type: Full-Time
Location: Fully Remote (India) | Job ID: #LI-DNI
Schedule: Flexible (24X7) | Experience Level: Manager (7+ Years)
About ShipBob
ShipBob is revolutionizing the e-commerce fulfillment landscape as a leading global supply chain and fulfillment technology platform. We serve small to mid-market e-commerce merchants across the United States, Canada, United Kingdom, Europe, and Australia, providing them with best-in-class capabilities to deliver exceptional shopper experiences. Backed by prestigious investors including Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, ShipBob stands as one of Chicago's fastest-growing technology companies.
Our innovative approach allows merchants to outsource their entire fulfillment operations, utilize our proprietary warehouse management system for in-house fulfillment, or implement hybrid solutions across our extensive fulfillment center network. At ShipBob, technology and operational excellence converge to transform how businesses handle their supply chain challenges.
We are building the future of e-commerce logistics by combining cutting-edge technology with operational expertise. Our platform empowers thousands of merchants to scale their businesses efficiently while delivering remarkable experiences to their customers. From order processing to inventory management, from shipping optimization to returns handling, ShipBob provides comprehensive solutions that enable businesses to compete with industry giants while maintaining the agility and customer focus that defines successful e-commerce brands.
Our Software Operations Center in India represents a critical component of our global infrastructure, ensuring that our technology platform operates seamlessly around the clock. The SOC team serves as the frontline defense for our production systems, monitoring performance, responding to incidents, and maintaining the stability that our merchant partners depend on to run their businesses. This is not just a support function—it's a strategic operation that directly impacts the success of thousands of e-commerce businesses worldwide.
The India SOC operates as a 24/7/365 operation, providing uninterrupted coverage for our global fulfillment network. The team members in this center are empowered to make critical decisions, implement solutions, and collaborate directly with engineering teams to resolve complex technical challenges. We've built a culture that values technical expertise, proactive problem-solving, and continuous improvement, drawing inspiration from industry-leading practices in site reliability engineering and DevOps.
As we continue to expand our operations and enhance our technology platform, the role of the Software Operations Center becomes increasingly vital. We're not just maintaining systems—we're actively participating in the evolution of our platform, identifying opportunities for automation, providing valuable insights to product and engineering teams, and ensuring that our infrastructure scales efficiently to meet growing demand. This is an environment where technical support professionals can grow into sophisticated problem-solvers, gaining exposure to modern cloud architectures, advanced monitoring systems, and cutting-edge development practices.
Our commitment to our team members extends beyond professional development. We recognize that building a world-class operations center requires investing in the people who make it happen. That's why we've created comprehensive benefits packages, established clear career progression paths, and fostered a culture of recognition and appreciation. When you join ShipBob's Software Operations Center, you're not just taking a job—you're joining a team that's redefining what technical support can be in a modern technology company.
The ShipBob Experience
As a member of the ShipBob Team, you will be part of an environment that champions growth, collaboration, and high performance:
Grow with an Ownership Mindset: We foster continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant success, company growth, and personal development. You won't just execute a playbook—you'll actively shape the future of ShipBob by tackling complex problems and exploring creative solutions. We believe that the best ideas can come from anywhere in the organization, and we've created structures that allow talented individuals to propose, develop, and implement improvements that have meaningful impact on our operations and our customers.
Collaborate with Peers and Leaders Alike: ShipBob cultivates a culture of collaboration and mutual support where team members and leaders work together toward shared success. We maintain high standards and prioritize transparency at all levels, creating an environment built on trust, open communication, and mutual respect that motivates teams to achieve extraordinary results. Our leadership team is accessible and engaged, regularly participating in team discussions, seeking input on strategic decisions, and ensuring that every voice is heard. We've deliberately broken down silos between departments, encouraging cross-functional collaboration that leads to better solutions and more comprehensive understanding of our business.
Experience a High-Performance Culture with Clear Purpose: Our results-driven culture empowers everyone to contribute meaningfully to our mission with clear accountability and understanding of their direct impact. We measure success through tangible outcomes, enabling each team member to witness the positive results of their work and celebrate collective victories. We set ambitious goals and provide the resources, support, and autonomy needed to achieve them. Performance is recognized and rewarded, and we've created multiple pathways for advancement, ensuring that high performers have opportunities to grow their careers within ShipBob.
At ShipBob, we understand that building a great company requires more than just talented individuals—it requires creating an environment where those individuals can thrive. We've invested heavily in developing a culture that balances high expectations with genuine support, where challenge and encouragement go hand in hand. Our team members report high levels of satisfaction not just because of the work they do, but because of the colleagues they do it with and the leadership that guides them.
Role Description
We are seeking an accomplished and strategic Technical Support Manager to lead our Software Operations Center (SOC) teams in India. This pivotal role ensures seamless 24/7/365 support coverage, manages critical incident resolution, and drives continuous process improvements that enhance operational excellence.
The ShipBob Software Operations Center operates around the clock to maintain uninterrupted production support for our global network of fulfillment centers. The SOC plays an essential role in maintaining system stability, resolving incidents swiftly, and enabling feature development teams to focus on innovation. Drawing inspiration from industry-leading practices, we emphasize proactive monitoring, intelligent automation, and relentless continuous improvement.
In this position, you will oversee multiple shifts of Technical Support Engineers (Levels 1–3 and Administrators), managing at least 12 team members per shift structure. Your primary focus will encompass operational excellence, team development, and fostering strong collaborative relationships with engineering and product teams. This position reports directly to the SOC Director and offers significant opportunities to shape the future of our technical support operations.
As Manager of the Software Operations Center, you will be responsible for building and sustaining a world-class technical support organization. This means not only ensuring that current operations run smoothly, but also anticipating future needs, developing your team's capabilities, and implementing systems and processes that scale effectively as our business grows. You'll be working at the intersection of technology and operations, requiring both technical depth and managerial expertise.
Your days will be dynamic and varied. You might start by reviewing overnight incident reports and conducting a handover meeting with the night shift team, identifying any patterns or issues that require attention. Mid-morning could find you in a root cause analysis session with engineering teams, working through a complex production issue to ensure it doesn't recur. Afternoons might involve one-on-one coaching sessions with team members, reviewing their performance, discussing career goals, and providing guidance on technical skills development.
You'll also be heavily involved in strategic planning and continuous improvement initiatives. This could include evaluating new monitoring tools, developing automation scripts to handle repetitive tasks, redesigning escalation procedures to reduce response times, or creating training programs to upskill your team on emerging technologies. You'll partner closely with the SOC Director on staffing decisions, budget planning, and long-term operational strategy.
The role requires someone who can balance multiple priorities effectively—maintaining day-to-day operational excellence while simultaneously driving long-term improvements. You'll need to be comfortable with ambiguity, able to make decisions with incomplete information, and willing to adapt your approach as circumstances change. Most importantly, you'll need to be a leader who can inspire and develop others, building a team that's not just capable of handling today's challenges but prepared for tomorrow's opportunities.
This is a high-visibility role within the organization. Your team's performance directly impacts merchant satisfaction, system availability, and the productivity of our engineering teams. Success in this role will be measured not just by operational metrics like ticket resolution times and SLA compliance, but also by team engagement, retention, process improvements implemented, and the overall maturity of the support organization you build.
What You'll Do
Team Leadership and Shift Management
- Manage and mentor Technical Support Engineers across three shifts, ensuring comprehensive 24/7 coverage for production systems that support our global fulfillment network
- Oversee seamless shift handovers and maintain meticulous documentation to ensure continuity and minimize system downtime, establishing protocols that prevent information loss during transitions
- Lead recruitment initiatives, onboarding processes, performance reviews, and career development programs for support staff, ensuring we attract, retain, and develop top talent
- Build and nurture high-performing teams through regular coaching, constructive feedback, and professional growth opportunities that align individual aspirations with organizational needs
- Establish clear performance expectations and accountability frameworks while creating a supportive environment where team members feel empowered to take initiative and learn from mistakes
- Develop succession planning strategies to ensure continuity of operations and create advancement opportunities within the team
- Foster a culture of collaboration, continuous learning, and operational excellence where team members support each other and share knowledge freely
Incident Management and Root Cause Analysis
- Ensure timely resolution of IPS (Incident/Problem/Support) tickets within established SLA commitments, maintaining high customer satisfaction while balancing workload across team members
- Conduct thorough root cause analysis for critical incidents and share actionable findings with engineering teams to prevent issue recurrence and improve system reliability
- Maintain comprehensive dashboards and analytical reports highlighting recurring issues, patterns, and emerging trends that inform strategic decisions about infrastructure and application improvements
- Implement escalation protocols and coordinate cross-functional responses to critical incidents, ensuring that the right resources are engaged quickly when needed
- Develop post-incident review processes that focus on learning and improvement rather than blame, creating an environment where failures become opportunities for growth
- Track and analyze incident metrics to identify systemic issues, resource constraints, or training needs that may be impacting team performance
- Establish relationships with key stakeholders in engineering and product teams to ensure smooth communication during high-pressure incident situations
Process Improvement and Automation
- Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) for common issues and resolutions, ensuring documentation is clear, current, and easily accessible
- Identify and implement automation opportunities, including scripting repetitive tasks, integrating advanced monitoring tools, and building self-service capabilities that reduce manual work
- Lead strategic initiatives to enhance operational efficiency and systematically reduce ticket volume through proactive measures like better monitoring, improved documentation, and preventive fixes
- Champion innovative approaches to streamline workflows and optimize resource utilization, always looking for ways to accomplish more with the same resources
- Evaluate and recommend new tools and technologies that could improve team productivity, incident detection, or resolution capabilities
- Implement feedback loops that capture learnings from daily operations and translate them into process improvements
- Work with engineering teams to push for application improvements that reduce support burden and improve overall system reliability
Collaboration and Reporting
- Partner closely with the SOC Director for monthly operational reviews and stakeholder meetings, providing data-driven insights into team performance and operational trends
- Foster strong, productive relationships with engineering and product teams to facilitate knowledge sharing and collaborative problem-solving that benefits the entire organization
- Communicate effectively with leadership regarding team performance, operational metrics, and strategic recommendations, translating technical details into business impact
- Serve as a bridge between technical support operations and broader organizational objectives, ensuring that SOC activities align with company priorities
- Participate in cross-functional initiatives and planning sessions, representing the voice of operations and ensuring that operational considerations are factored into product and infrastructure decisions
- Build relationships with peer managers in other regions or departments to share best practices and coordinate on global initiatives
- Present regular updates to stakeholders on key metrics, achievements, challenges, and plans for continuous improvement
Additional Responsibilities
- Adapt to evolving business needs and take on additional duties as necessary to support organizational success, demonstrating flexibility and initiative
- Participate in strategic planning for the broader Technology Operations organization, contributing ideas and perspectives based on frontline operational experience
- Stay current with industry trends in technical support, site reliability engineering, and DevOps practices, bringing new ideas and approaches to the team
What You'll Bring to the Table
Technical Expertise
Core Technical Knowledge:
- Sound understanding of production support environments, including incident triage, escalation, and resolution workflows that ensure rapid response to system issues
- Hands-on experience with industry-standard monitoring and alerting tools such as Datadog, PagerDuty, and New Relic, with ability to configure, customize, and optimize these platforms
- Proficiency with ticketing systems like Jira or ServiceNow, including workflow customization, reporting, and integration with other tools
- Working knowledge of SQL for data analysis, troubleshooting, and operational reporting, able to write queries that extract meaningful insights from system databases
- Basic proficiency in scripting languages (Python, PowerShell, or Bash) for automation and operational efficiency, with ability to develop scripts that reduce manual work
Advanced Technical Capabilities:
- .NET Framework experience with ability to troubleshoot .NET applications, understand code-level issues, and collaborate effectively with engineering teams on fixes, reading stack traces and application logs
- Comprehensive understanding of cloud platforms (AWS, Azure, or GCP) and critical concepts including load balancing, failover, and high availability architecture that ensure system resilience
- Exposure to CI/CD pipelines and deployment processes for effective troubleshooting of release-related issues, understanding how code moves from development to production
- Ability to interpret complex application logs, debug sophisticated issues, and partner with engineering teams on resolution strategies that address root causes
- AI/ML knowledge: Familiarity with leveraging AI/ML tools for anomaly detection, predictive monitoring, and automating repetitive support tasks, staying current with emerging technologies
Professional Qualifications
- Bachelor's degree in Computer Science, Engineering, or related technical field providing foundational knowledge of computer systems and software development
- 7+ years of progressive experience in technical support or operations roles, demonstrating increasing levels of responsibility and expertise
- Minimum 3 years in a managerial or team leadership capacity, with proven track record of building effective teams and driving operational improvements
- Demonstrated expertise in incident management and root cause analysis within high-availability environments where downtime has significant business impact
- Proven experience with monitoring and ticketing tools (Jira, PagerDuty, Datadog, or similar platforms), implementing these tools and optimizing their usage
- Excellent leadership, communication, and organizational skills with ability to influence across organizational levels and communicate technical concepts to non-technical audiences
- Flexibility to work across shifts in a demanding 24/7 operational environment, understanding the unique challenges of round-the-clock operations
Preferred Qualifications
- Experience scaling support operations in technology or e-commerce companies during periods of rapid growth
- Professional certifications in ITIL, SRE (Site Reliability Engineering), or related frameworks demonstrating commitment to operational excellence
- Track record of implementing automation solutions that significantly improved operational efficiency and reduced manual workload
- Experience managing geographically distributed or remote teams, navigating the challenges of virtual leadership
- Background in DevOps practices and familiarity with infrastructure-as-code concepts
- Experience with capacity planning and resource optimization in technical operations environments
Perks & Benefits
ShipBob is committed to supporting our team members' well-being and professional growth:
- Comprehensive Insurance Coverage: Medical, Term Life, and Accidental Insurance
- All Purpose Leave: 12 days annually (casual and sick time)
- Earned Leave: 15 days annually
- Public Holidays: 12 days annually
- Family Support: Generous Maternity and Paternity Leave policies
- Quarterly Wellness Day: Dedicated time for self-care and rejuvenation
- Work From Home Allowance: Financial support for your remote work setup
- High-Performing Culture: Experience our dynamic environment by following us on Instagram (@lifeatshipbob)
About You
The work we undertake at ShipBob is both intellectually challenging and operationally rigorous, creating an environment that energizes high performers who thrive on solving complex problems. We seek individuals who excel in dynamic, collaborative, results-driven settings and who bring both accountability and humility to their work.
We value team members who embrace challenging work, push boundaries, and maintain an unwavering commitment to excellence. Regardless of role or tenure, every ShipBob team member is expected to engage directly with the complex challenges inherent in today's global supply chain landscape.
We recognize that exceptional candidates bring diverse experiences and perspectives. If your background closely aligns with these requirements, we encourage you to apply. Diversity of experience and skills, combined with genuine passion, drives innovation and excellence at ShipBob.
Learn more about our core values and high-performance culture on our Culture page.
Equal Opportunity Employment
ShipBob provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Application Information
Application Deadline: There is no deadline to apply for this position. ShipBob accepts applications on an ongoing, rolling basis.
Ready to lead technical operations at scale and make a meaningful impact on global e-commerce fulfilment? Apply today to join ShipBob's Software Operations Centre team in India.
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