Required Experience & Qualifications
20+ years of experience in technical support, TAC operations, enterprise product support, managed services, skilled services, customer success, or technology service delivery.
Proven track record of managing large global teams (700+ headcount) across multiple time zones and regions (AMER, EMEA, APAC, LATAM).
Experience with enterprise-grade technical environments (e.g., cloud
infrastructure, cybersecurity, networking, or enterprise software).
Significant senior leadership experience managing large, complex, multi-client, multi-technology global delivery operations.
Deep understanding of L1, L2, and L3 support models, escalation management,
knowledge operations, service governance, and technical support metrics.
Proven ownership of operational and financial outcomes, including service quality, CSAT, productivity, revenue, margin, and organizational scale.
Executive customer management experience covering business reviews, critical escalations, transformation discussions, retention, and account growth.
Experience leading AI, automation, analytics,



digital support, or service- transformation programs, including client-facing advisory work on digital transformation or AI adoption for large global accounts.
Robust executive communication, commercial acumen, stakeholder influence, and data-driven decision-making.
Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline; postgraduate degree in management preferred.
Relevant certifications in IT service management, cloud, networking, cybersecurity, product support, or program leadership are an advantage.

Preferred Domain Exposure
o SaaS and XaaS platforms
o Enterprise software and digital products
o Cloud and infrastructure services
o Networking, cybersecurity, storage, and data platforms
o Customer success and technical account management
o Skilled services and managed services
o Global multilingual 24x7 support operations
o AI-enabled technical support and digital TAC

📌 Program Head Enterprise Product Services Bengaluru (India)
🏢 TechDoQuest
📍 India