Vice President of Support Operations

Position: Vice President of Support Operations

Location: Remote

Job :2091

# of Openings:1

The Vice President of Support Operations leads the organization’s support infrastructure, overseeing the Network Operations Center (NOC), Contact Center, and Enterprise Support functions to ensure reliable, scalable, and high-quality service delivery across all support channels. This role is accountable for operational performance, service reliability, and customer support outcomes, while maintaining strong alignment with the organization’s service commitments and operational objectives.

This senior leader will drive operational maturity by implementing AI-powered automation, agentic AI support agents, and advanced analytics to improve incident response, automate repetitive operational tasks, and enhance overall service performance. Through these initiatives, the VP will reduce manual workload, improve operational efficiency, and enable the organization to scale support operations without proportional increases in cost or complexity.

Working closely with executive leadership, this role will transform support operations into a technology-enabled, automation-first function that improves customer outcomes while driving operational efficiency and supporting long-term business growth. This role will also lead the organization’s transition toward AI-augmented support operations, integrating autonomous monitoring, intelligent automation, and agentic AI systems to create a proactive and scalable support ecosystem.

• Provide leadership for NOC, Contact Center, and Enterprise Support operations.
• Develop and execute the strategic vision for support operations aligned with company growth and service excellence.
• Ensure operational alignment across monitoring, incident management, escalation, and support delivery functions.
• Establish operational standards, governance models, and best practices for support delivery.

• Lead the organization's adoption of AI-driven operations (AIOps), intelligent automation, and agentic AI systems within support operations.
• Implement AI-powered operational agents capable of autonomously detecting, diagnosing, and resolving incidents.
• Deploy agentic AI support agents that independently manage ticket triage, customer interactions, escalation workflows, and knowledge retrieval.
• Develop an automation-first support model that minimizes manual intervention in monitoring, incident response, and remediation.
• Utilize predictive analytics and AI-driven insights to identify potential service disruptions before they impact customers.
• Partner with engineering teams to integrate automated remediation, orchestration platforms, and autonomous service workflows.
• Continuously evaluate emerging technologies including AI copilots, digital workforce platforms, and intelligent service automation tools.

• Drive continuous improvement in support performance, efficiency, and customer satisfaction.
• Establish and monitor KPIs, SLAs, and service quality metrics across support operations.
• Optimize incident response, escalation procedures, and support resolution workflows.
• Lead initiatives to improve:
  Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), Service availability and reliability.
• Leverage automation and analytics to reduce operational friction and improve service outcomes.

• Ensure exceptional support experiences across all customer touchpoints.
• Implement AI-powered support technologies, including:
  Intelligent virtual assistants, AI-driven ticket routing, Automated knowledge systems and Self-service support platforms.
• Improve the client experience through proactive monitoring and automated service intervention.

• Build, mentor, and lead high-performing teams across NOC, enterprise support, and contact center operations.
• Oversee leadership development for directors and managers within support operations.
• Foster a culture of innovation, accountability, automation, and AI adoption.
• Lead workforce transformation initiatives that…