Support Operations Analyst

Riverbed, the leader in AI observability, helps organizations optimize their users" experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed's open and AI-powered observability platform and solutions optimize digital experiences and greatly improve IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with their thousands of market-leading customers globally including 95% of the FORTUNE 100 they are empowering next-generation digital experiences. Riverbed is looking for a Support Operations Analyst, a role/function critical to ensuring efficient scaling, delivering exceptional customer experiences, and meeting global performance goals. This role will collaborate with the Core IT Operations and provide the support leadership team with real-time analytics. You will be responsible for complete support team analysis, capacity planning, scheduling, and real-time SLA adherence. You will own the strategic support analysis rhythms that keep the support business on track, including reports/dashboards, headcount alignment, and cross-functional transformation initiatives. **What You Will Do** - Build and maintain dashboards and data infrastructure for driving insights and decision-making. - Analyze Global Support Business Operations, including Core Ops, Data & BI, and Workforce Management. - Own operating rhythms, including KPI analysis/reviews. - Ensure operational excellence through performance tracking, customer experience improvements, and efficiency initiatives. - Work with IT to ensure that Support Systems, Tools, Reports, and Dashboards are current. - Own and operate the call center tool/app. - Lead strategic initiatives that enhance customer experience, improve productivity, reduce costs, and drive business transformation. **What Makes You An Ideal Candidate** - 4+ years of experience in business operations, strategy, and analytics within post-Sales organizations, including Support, Customer Experience, or Success. - 5+ years of experience in business operations and analytics. - Experience with data and analytics to generate actionable insights and support strategic decision-making. - Deep understanding of workforce planning, including forecasting and capacity modeling. - Strong communication skills and ability to drive cross-functional alignment. - Familiarity with Support tech stacks such as CRM, ticketing, Salesforce, and platforms. - Hands-on experience with BI tools like PowerBI and Tableau. **What We Offer** Riverbed provides employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives. In addition, global employee wellness programs are crafted to support the physical, emotional, and financial well-being of employees. Benefits & Perks vary by Country. **About Riverbed** With a 20-year history of innovation, Riverbed is agile, yet proven, and is disrupting the market with differentiated solutions that enable customers to deliver secure, seamless digital experiences and accelerate enterprise performance. Riverbed is a customer-first company with a shared commitment to creating a global impact. The company values excellence, trust, and respect among its employees. Transparency and open communication are encouraged throughout the company, fostering an inclusive, fair, and enjoyable workplace globally. Riverbed is committed to its people, partners, and customers, supporting the communities where they work and live. It's the Power of WE that binds the company together. Check Us Out On: - www.riverbed.com - @LifeAtRiverbed,