Job Description

Are you ready to lead a large-scale technology support organization and build the next generation of AI-powered support operations?

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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.

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Your Leadership Mandate

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As a key member of the India leadership team, you will:

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- Lead and manage a 100+ member Support & Transaction Management organization
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- Own the overall Support Operations and support ecosystem in India
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- Drive 24/7 monitoring, incident management, escalation and resolution across critical customer environments
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- Establish and improve SLA/SLO-driven support processes and operational governance
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- Lead teams managing EDI, API, B2B transactions and integration workflows
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- Drive proactive identification of incidents, transaction failures, systemic risks and performance issues
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- Build a culture of operational excellence, accountability and continuous improvement
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- Work closely with Engineering, Product, CloudOps, Customer Success and global teams to improve platform reliability
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- Develop leaders and build a high-performing, scalable support organization
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AI, Automation & Transformation

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You will play a key role in transforming traditional support operations through:

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- AI-powered anomaly detection and predictive monitoring
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- Automation of monitoring,



triage and support workflows
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- AI-assisted root-cause analysis and issue prioritization
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- AI copilots, agents and workflow orchestration
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- Data-driven operational insights and proactive customer-impact prevention
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What We're Looking For

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- 12+ years of experience in SaaS, Cloud, Technology Operations, Support or Integration environments
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- Proven experience leading large technology support/operations teams (100+ preferred)
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- Strong experience managing 24/7 Support Operations and escalation frameworks
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- Experience with Transaction Monitoring, Application/Technical Support or high-availability environments
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- Solid understanding of EDI, APIs, B2B transactions and integration platforms
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- Experience with observability, monitoring, incident management and service reliability
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- Demonstrated experience driving automation, AI adoption and operational transformation
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- Strong stakeholder management and executive communication skills
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- Engineering/technical background preferred
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Leadership Profile

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People Leadership | Operational Excellence | Customer Focus | Technology Operations | AI & Automation | Service Reliability | Transformation | Strategic Thinking

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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.

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Write to [email protected] to get connected!

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📌 Director of Support - People Leadership | Operational Excellence | Customer Focus | Technology Opera (Bengaluru)
🏢 CareerXperts Consulting
📍 Bengaluru