Are you ready to lead a large-scale technology support organization and build the next generation of AI-powered support operations? /n /n 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. /n /n Your Leadership Mandate /n As a key member of the India leadership team, you will: /n /n

- 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

/n /n /n AI, Automation & Transformation /n You will play a key role in transforming traditional support operations through: /n /n

- 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

/n /n /n What We're Looking For /n /n

- 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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- Robust 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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- Strong 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

/n /n /n Leadership Profile /n People Leadership | Operational Excellence | Customer Focus | Technology Operations | AI & Automation | Service Reliability | Transformation | Strategic Thinking /n /n 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. /n /n Write to [email protected] to get connected! /n

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