Support Operation Manager

Job Description and Requirements

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 and delivery teams through well-defined escalation practices and actionable case information.
- Build a scalable support operation by improving workflows, introducing automation, and applying AI where it adds measurable value.
- Provide visibility into service quality and recurring user needs, helping stakeholders prioritize improvements.
- Develop a patient, accountable, and technically capable team that helps users work effectively.

What You’ll Need:

- Degree or Master in Information Engineering or related.
- At least 10 years of professional experience, with demonstrated experience leading support teams or support operations.
- Experience defining or substantially improving support procedures, operating models, and service management practices.
- Technical troubleshooting capability combined with business acumen across applications, reports, and business processes.
- The ability to distinguish issues resolvable within existing capabilities from those requiring code changes, process revisions, or other product changes.
- Experience with structured ticket management, prioritization, escalation, knowledge management, and service reporting.
- The ability to lead a small team while personally contributing to investigations and improvements to support infrastructure.
- A methodical, evidence-based approach to continuous improvement and the willingness to adopt automation and AI-enabled support workflows.

Preferred experience:

- Managing a large or complex support environment and adapting established practices to a smaller, growing team.
- Working with ServiceNow for support delivery and Jira Cloud for escalation to product or engineering teams.
- Building a support function or operating model from the ground up.
- Implementing AI agents, AI-enabled support workflows, or support automation, with appropriate quality controls and human review.

The Team You’ll Be A Part Of:

You will establish and lead a support team serving a community of approximately 300 users across tools, reports, and processes. The initial team will comprise 3–4 people, including the manager, with a strong emphasis on hands-on ownership, knowledge sharing, and continuous improvement.

ServiceNow will provide the first-line support entry point, with an escalation path to Jira Cloud when resolution requires a product change. Working with the relevant product, engineering, reporting, and process owners, you will help define the ways of working and build the procedures and infrastructure needed for an effective, scalable support operation.

Rewards and Benefits:

We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings.

At Synopsys, we want talented people of every background to feel valued and supported to do their best work. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, age, military veteran status, or disability.