ABOUT SONATA SOFTWARE :

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework.

Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth.

Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

About role :

This role is critical to scaling Priority Community Support (PCS) and advancing :

1. Support efficiency and case deflection.

2. Engineer productivity and throughput.

3. Customer experience through faster, high-quality resolutions.

4. Adoption of AI and community-led support at scale.

Responsibilities :

- Drive end-to-end execution of PCS initiatives including cohort onboarding, case deflection, and AI enablement.

- Partner across CSS, Product Groups (PG), PRIMO, and vendor teams to ensure alignment and delivery.

- Use data and insights to identify support gaps, trends, and improvement opportunities.

- Lead operational cadence, including tracking KPIs, managing dependencies, and mitigating risks.

- Improve support workflows across Q&A, DfM, and case orchestration pipelines.

- Enable adoption of AI-driven solutions (e., suggested answers, automation workflows).

- Provide regular program status updates, including risks, progress, and impact.

Qualifications :

- Bachelors degree in Engineering, Computer Science, Business, or related field.

- 5+ years of experience in Program Management / Technical Program Management / Support Operations.

- Experience driving cross-functional programs across engineering, product, and operations teams.

- Experience in Azure / cloud platforms and support ecosystems.

- Familiarity with AI-driven support, automation, or knowledge platforms.

- Strong analytical, problem-solving, and stakeholder management skills.

- Ability to operate effectively in ambiguous, fast-paced environments.

Location : Hyderabad (preferred) | Open to discussion.