Job Description
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, CloudOps, 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!