Principal Lead, Support

• Support Lead Operations

Position summary

The Support Lead Operations strengthens how Majesco manages customer and support commitments throughout the support lifecycle. This individual-contributor role turns contract terms, entitlements, and service obligations into clear, reliable operating practices. The Lead improves processes, data, and tools; identifies practical automation and AI opportunities; and enables teams to adopt lasting improvements. Key responsibilities

• Contract and support operations

• Manage the operational lifecycle of customer and support contracts, including intake, entitlement and scope validation, obligation tracking, exceptions, renewals, and transitions.

• Translate contractual and commercial commitments into support workflows, ownership, decision guidance, and customer-facing practices; involve Legal when formal interpretation is needed.

• Identify commitment gaps and operational risks, coordinate resolution across Support and partner teams, and strengthen controls for data quality, entitlement accuracy, and audit readiness.

• Process improvement

• Assess end-to-end workflows to reduce variation, rework, unclear handoffs, and duplicate effort; define scalable processes with documented exceptions where needed.