Director of - Leadership | Operational Excellence | Customer Focus | Technology Opera
Job Description & How to Apply Below
Location: Bengaluru
Are you ready to lead a large-scale technology support organization and build the next generation of AI-powered support operations?
We are looking for an experienced Director – Support to lead a 100+ member team in India , responsible for end-to-end Support Operations, Transaction Management & Monitoring, service reliability and customer-critical technology processes.
Your Leadership Mandate
As a key member of the India leadership team, you will:
Lead and manage a 100+ member Support & Transaction Management organization
Own the overall Support Operations and support ecosystem in India
Drive 24/7 monitoring, incident management, escalation and resolution across critical customer environments
Establish and improve SLA/SLO-driven support processes and operational governance
Lead teams managing EDI, API, B2B transactions and integration workflows
Drive proactive identification of incidents, transaction failures, systemic risks and performance issues
Build a culture of operational excellence, accountability and continuous improvement
Work closely with Engineering, Product, Cloud Ops, Customer Success and global teams to improve platform reliability
Develop leaders and build a high-performing, scalable support organization
AI, Automation & Transformation
You will play a key role in transforming traditional support operations through:
AI-powered anomaly detection and predictive monitoring
Automation of monitoring, triage and support workflows
AI-assisted root-cause analysis and issue prioritization
AI copilots, agents and workflow orchestration
Data-driven operational insights and proactive customer-impact prevention
What We're Looking For
12+ years of experience in SaaS, Cloud, Technology Operations, Support or Integration environments
Proven experience leading large technology support/operations teams (100+ preferred)
Strong experience managing 24/7 Support Operations and escalation frameworks
Experience with Transaction Monitoring, Application/Technical Support or high-availability environments
Strong understanding of EDI, APIs, B2B transactions and integration platforms
Experience with observability, monitoring, incident management and service reliability
Demonstrated experience driving automation, AI adoption and operational transformation
Strong stakeholder management and executive communication skills
Engineering/technical background preferred
Leadership Profile
People Leadership | Operational Excellence | Customer Focus | Technology Operations | AI & Automation | Service Reliability | Transformation | Strategic Thinking
If you are a technology operations leader who can scale teams, strengthen support systems and transform customer support through AI and automation , we would like to hear from you.
Write to to get connected!
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