Support Team Lead

Resource Manager – Global Operations Team (US & India)

Position Summary

The Resource Manager is responsible for coordinating a global Operations Team across the United States and India. This role ensures operational excellence through effective workload management,  performance monitoring, resource onboarding, documentation governance, and continuous service coverage. The Resource Manager will oversee daily operations, track key performance metrics, maintain staffing coverage across time zones..

This role requires strong leadership, operational discipline, analytical skills, and the ability to collaborate with cross-functional stakeholders to optimize team performance and customer outcomes.  This role will partner with a service delivery lead at Lilly.

Key Responsibilities

Operational Oversight

Manage and coordinate daily activities of a globally distributed Operations Team across US and India regions.

Ensure equitable assignment and distribution of tickets, work requests, and operational tasks.

Monitor workload balancing to maximize team productivity and meet service-level agreements (SLAs).

Act as a voice for the operation team member where there are bottlenecks or constraints. Work with Lilly Service Delivery Lead.

Proactively raise concerns with Lilly delivery lead around operational issues, resource constraints, and coverage concerns. Once identified collaborate with the team to implement agreed upon changes.

Performance Metrics & Reporting

Establish, monitor, and report on key operational metrics, including:

Ticket assignment and queue management

Ticket aging and backlog trends

SLA attainment

Resolution and response times

Resource utilization

Quality and compliance measures

Process adherence and completion rates

Suggest dashboards and reporting mechanisms to provide visibility into team performance.

Conduct regular operational reviews and provide recommendations for continuous improvement with Lilly delivery lead

Analyze performance trends .

Process Governance & Compliance

Ensure team adherence to documented operational procedures, workflows, and organizational standards.

Perform regular audits of operational activities to verify compliance with established processes.

Drive consistency in execution across global teams and shifts.

Identify opportunities to streamline and improve processes while maintaining governance requirements.

Partner with leadership to roll out new operational procedures and best practices to the team members

Documentation Management

Establish and maintain comprehensive operational documentation, knowledge articles, runbooks, and standard operating procedures (SOPs).

Ensure documentation remains current, accurate, and easily accessible.

Conduct periodic reviews of knowledge repositories to support operational readiness and consistency.

Promote a documentation-first culture to reduce dependency on tribal knowledge.

Resource Onboarding & Development

Lead onboarding activities for new team members across all regions.

Ensure new resources complete required training, process reviews, and system access requirements.

Develop onboarding plans and readiness checkpoints to accelerate time-to-productivity.

Coordinate cross-training initiatives to improve team flexibility and operational resilience.

Support skill development and knowledge-sharing programs across the global team.

Coverage & Workforce Planning

Develop and maintain coverage schedules to support 24x7 operational requirements.

Ensure clear ownership and coverage during:

Overnight shifts

Weekends

Holidays

Planned absences

Emergency situations

Coordinate staffing plans between US and India teams to provide seamless operational continuity.

Monitor staffing levels and proactively address capacity gaps and workload fluctuations.

Create and maintain escalation and on-call schedules.

Stakeholder Management

Partner with Operations leadership, Service Delivery teams, and business stakeholders to ensure alignment on priorities and expectations.

Communicate operational performance, risks, staffing concerns, and improvement opportunities.

Lead regular team meetings, shift handoffs, and operational reviews.

Foster collaboration and consistency across geographically dispersed teams.

Qualifications

Required

Bachelor's degree in Business, Information Technology, Operations Management, or related field, or equivalent work experience.

5+ years of experience in operations management, resource management, service delivery, or a related discipline.

Experience managing globally distributed teams.

Strong understanding of ticketing systems, workflow management, and operational metrics.

Proven ability to develop and maintain operational processes and documentation.

Excellent analytical, organizational, and problem-solving skills.

Strong verbal and written communication skills.

Experience with workforce planning, scheduling, and resource allocation.

Preferred

Experience supporting 24x7 operations environments.

Knowledge of IT Service Management (ITSM) processes and frameworks.

Experience with ServiceNow, Jira, or similar ticket management platforms.

Experience creating dashboards and operational reporting.

Lean, Six Sigma, ITIL, or other operational excellence certifications