Regional Support Operations

● Own end-to-end support delivery across APAC, including staffing, capacity, queue health, service-level performance, backlog, time to resolution, customer satisfaction, and escalation trends.

● Establish reliable follow-the-sun handoffs, on-call coverage, and major-incident leadership across weekday,

weekend, and off-hours shifts.

● Use operating data to identify customer and delivery risk, set priorities, and hold leaders accountable for corrective action.

● Own regional workforce and headcount planning and provide budget input in partnership with Finance and

People.

Customer Leadership and Escalations

● Serve as the senior Support escalation owner for severe incidents, strategic accounts, and customer situations that put trust, renewal, or expansion at risk.

● Communicate clearly with customer executives during incidents, align technical and business stakeholders on recovery plans, and ensure timely follow-up after resolution.

● Partner with Customer Success and Sales on account health, executive engagement, renewal risk, and recovery plans while maintaining clear ownership boundaries.

● Ensure major incidents produce useful root-cause analysis, corrective actions, and measurable prevention work.

People and Hyderabad Office Leadership

● Hire, lead, coach, and develop managers, team leads, and support engineers; set clear expectations and address performance issues promptly and fairly.

● Build succession plans, technical and leadership career paths, and cross-product capability so the region is not dependent on a small number of experts.

● Strengthen the Hyderabad Support hub through disciplined hiring, onboarding, employee development, retention,

and an inclusive high-accountability culture.

● Partner with People, Finance, Workplace, and local leaders on workforce planning,



employee matters,

compensation input, and office operating needs.

Product Quality and Continuous Improvement

● Partner with Engineering and Product on defects, product-quality trends, release readiness, problem management, and long-term fixes for recurring customer issues.

● Improve knowledge management, self-service, case quality, and support workflows across the region.

● Drive responsible adoption of AI-assisted support and automation, with attention to accuracy, customer data,

security, and measurable outcomes.

● Represent the region in global Support leadership and contribute to common processes, tooling, metrics, and strategy across all product lines.

● Lead regional change for Atlas 2, including the move from product-aligned management to regional ownership and changes to support delivery enabled by AI.

YOUR EXPERIENCE

● 8+ years in enterprise technical or application support, including 4+ years leading managers, team leads, or multiple support teams.

● Experience owning a 24x7 or follow-the-sun support operation across countries, time zones, or product lines.

● A record of improving support performance using service levels, backlog health, time-to-resolution, customer satisfaction, escalation, quality, and workforce data.

● Executive-level customer leadership during severe incidents, complex escalations, and at-risk account situations.

● Experience hiring and developing leaders, managing performance,



building succession plans, and retaining solid technical talent.

● Workforce, headcount, and budget planning experience for a support region or business unit.

● Strong technical judgment across operating systems, databases, networking, APIs, cloud and on-premises environments, and enterprise software integrations.

● Experience partnering with Engineering and Product on root-cause analysis, defect prioritization, product quality,

and systemic improvement.

● Demonstrated success leading organizational change, process improvement, and adoption of support technology or AI-assisted workflows.

● Clear written and spoken English, with the ability to translate between technical teams, customer executives, and business leaders.

● Bachelor's degree or equivalent relevant experience.

● Ability to work from the Hyderabad office at least three days per week, with more frequent office presence preferred, and to travel two or three times per year.

PREFERRED EXPERIENCE

● Experience building or scaling a technical support organization in Hyderabad or another major India technology hub.

● Experience supporting workload automation, enterprise orchestration, managed file transfer, finance automation,

or other mission-critical enterprise software.

● Working knowledge of Redwood products, including RunMyJobs, ActiveBatch, JSCAPE, Tidal, Finance

Automation, or Cerberus.

● Experience leading support across a portfolio that includes both SaaS and on-premises products.

● Practical knowledge of incident, problem, change, and knowledge-management disciplines; relevant service-management certification is helpful but not required.If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

📌 Global Director Support Operation (Hyderabad)
🏢 Recruise India Consulting
📍 Hyderabad