Director of Support

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, B2B 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, CloudOps, 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 SaaS, 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, B2B 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 to get connected!