Director of - Leadership | Operational Excellence | Customer Focus | Technology Opera

Position: Director of Support - People Leadership | Operational Excellence | Customer Focus | Technology Opera
Location: Vasanthanagar

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!