Supervisor, SAM & CLH

Job description

ROLE OVERVIEW The Software Asset & CLH Analyst III is the shift lead and technical anchor for one of the three IST-anchored shifts. The role carries two things at once: operational command of the shift — queue ownership, escalation resolution, and the handover into the next window — and the deepest technical expertise on the team, covering Corporate License Hosting server operations and the high-risk legal and contractual gating that junior levels are not authorised to clear. On the CLH side the analyst monitors the health of the global floating-licence servers, raises and validates licence file changes when contracts renew or quantities change, reads concurrent-usage metrics from the Altair Floating License Monitor, and works daemon drops to resolution inside the 4-hour SLA. On the governance side the analyst handles EULA and clickwrap reviews, checks the master review register before re-reviewing, routes signed agreements out of the standard queue and into formal legal cases, and supports publisher relationships and business reviews. Three of these roles exist, one per shift, and each is the senior decision-maker on duty when the manager is off the clock. CORE COMPETENCIES & EXPERTISE To maintain operational excellence, analysts must demonstrate proficiency in the following key domains: Foundational Licensing Knowledge: Deep understanding of perpetual, subscription, SaaS, and true-up models, including their unique compliance implications and operational requirements. Corporate License Hosting (CLH) Expertise: Advanced capability in managing floating-license servers, editing configuration files, working daemon drops within SLAs, and analyzing concurrent usage metrics via the Altair Floating License Monitor. Governance & Risk Management: Authority to manage high-risk EULA/clickwrap reviews, check master review registers, and enforce the prohibition on signed agreements within standard queues by routing them to formal legal channels. Compliance & Audit Proficiency: Mastery in constructing Initial and Final License Positions (ELP) by reconciling entitlement against usage evidence, and supporting publisher business reviews. KEY RESPONSIBILITIES 1. Shift Leadership & Escalation Ownership Own the shift: allocate work across the Level III, II and Level I analysts on duty, hold turnaround targets, and act as the senior decision-maker on the floor. Take and resolve escalations — customer complaints, blocked provisioning, entitlement disputes and licence failures — and judge correctly what must go to the ESAM Manager or the client rather than be absorbed. Run a clean handover into the next shift: open escalations, at-risk items and in-flight approvals documented and explicitly accepted, so nothing stalls in the gap. Mentor Level II analysts, review their complex casework, and build the bench for shift-lead cover. Monitor the portal and ticket queues for the shift, keeping ticket hygiene and category coding correct so reporting downstream is trustworthy. 2. Corporate License Hosting (CLH) Server Operations Monitor the health of the global licence servers hosting concurrent and floating licences, working daemon drops and service failures to resolution within the 4-hour critical SLA. Raise and validate 'Licence File Change' requests on contract renewal, quantity change or expiry, editing the flat text configuration files on the hosting servers correctly and reversibly. Read concurrent checkout and peak-usage metrics from the Altair Floating License Monitor — logging in strictly as a guest, and never entering corporate credentials without explicit system-administrator approval. Assess new hosting requests against the CLH eligibility criteria: native floating/concurrent licence support, Windows or Linux server compatibility, a supported server daemon (FlexNet preferred, others subject to compatibility review), no geolocation or policy usage restrictions, and an active informative catalogue item for user instructions. Apply the CLH request-routing matrix on unlisted floating-licence requests — checking the hosted-titles list, brokering spare capacity with the product champion and support owner on publicly shared pools, bypassing pool sharing on private pools, and capturing destination MAC addresses where a requester declines server hosting. Manage decommissioning: raise the support request to retire the daemon and remove licence files from the server when a hosted product is withdrawn. 3. High-Risk Legal, EULA & Contract Gating Own high-risk EULA and clickwrap review on the shift — copying non-signed agreements to secure storage and checking the master reviews register to confirm whether an approved review already exists within the last three years before triggering a new one. Enforce the signed-agreement prohibition: signed agreements are never accepted through the standard unlisted queue and must be routed via the contract intake path to be managed as formal legal cases. Identify and reject out-of-scope use cases on sight — code to be incorporated into customer-facing products, personal devices, and reverse engineering — using the standard responses and correct onward routing. Coordinate vendor security assessments and legal-review pipelines, and track the cases needing director-level signature through to execution by the client's signatory. The team never signs. Support the renewal milestone schedule as the technical owner of licence position — building the Initial and Final Licence Positions from usage scans and consumption snapshots. 4. Publisher Governance, Audits & Continuous Improvement Support publisher relationships and coordinate Semi-Annual Business Review inputs — performance data, utilisation evidence and action tracking — for the publishers in scope. Run the shift's weekly and monthly licence audits, and own the accuracy of savings and cost-avoidance entries in the licence-reclaim audit table. Identify automation candidates and author Business Requirements Documents where a publisher crosses 1,000 transactions a year, moving work onto robotic process automation or vendor APIs. Own the technical escalation path into publishers and resellers for entitlement, key and activation failures the shift cannot resolve. Maintain and improve SOPs for the technical procedures on the shift, so CLH work is repeatable rather than resident in one person's head. PERFORMANCE & SERVICE LEVELS Indicative performance targets for the role; final service levels are confirmed on engagement and measured per shift. CLH Critical Response: resolve or contain critical Corporate License Hosting issues — daemon drops, server unavailability, checkout failures — within the 4-hour SLA. Shift SLA Attainment: hold the shift's queues to the committed targets, with listed software inside 3 days and standard SaaS provisioning inside 1 day. Escalation Resolution: own every escalation raised on the shift to closure or explicit handover, with no silent ageing. Handover Completeness: 100% of shifts closed with a documented, accepted handover. Legal & Authority Compliance: zero signed agreements processed through the unlisted queue; zero agreements signed by the team; 100% register check before a new legal review is raised. Licence Position Accuracy: Initial and Final Licence Positions delivered on the milestone dates and reconcilable to usage evidence. Audit & Savings Integrity: weekly and monthly audits completed, with reclamation entries complete and accurate enough to stand as the savings record. TOOLS & SYSTEMS CLH & Licence Servers: global floating-licence servers, FlexNet and other supported daemons, flat text licence configuration files, and the Altair Floating License Monitor. Entitlement & Usage: Flexera / ServiceNow SAM for entitlement and consumption tracking, plus usage scans and SaaS consumption snapshots for licence-position work. Contract & Legal: Deal Radar for contract and event records, and Pactfinder / Accord for legal review pipelines, NDA requests and signature validation. Queue & Automation: GUTS and Buganizer for ticket and bug management with strict category coding, and gHive / UiPath for automated reclamation. Financial: SAP Materials Management for purchase orders, amendments and three-way matching. REQUIRED SKILLS & EXPERIENCE Mandatory 6–10+ years in software asset management or software licensing operations, including experience as a shift lead, team lead or senior technical escalation point. Hands-on Corporate License Hosting or floating-licence server experience: FlexNet or comparable daemons, editing licence configuration files, troubleshooting daemon and service drops, and reading concurrent-usage metrics. Strong command of EULA and clickwrap review, licence terms and the commercial and legal risk they carry, with the judgment to stop a request rather than pass it through. Proven licence-position work — reconciling entitlement against deployed and consumed usage and defending the result. Comfortable working a rotating or fixed non-standard shift, including the NAMER window (22:00–06:00 IST). Clear English communication and the confidence to hold a technical or compliance line with client stakeholders and publishers. Preferred Software asset management certification (IAITAM CSAM, ITIL, Flexera or ServiceNow SAM credential). Linux and Windows server administration exposure sufficient to work licence-server issues with infrastructure teams. Scripting or automation literacy (Apps Script, Python, UiPath) for reclamation and reporting work. M&A software integration exposure, including termination workflows under privacy constraints. Experience supporting publisher business reviews and audit responses.