Director of support - people leadership | operational excellence | customer focus | technology operations

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, B2 B 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, Cloud Ops, 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 Saa S, 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, B2 B 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 amit.n@ to get connected!