Director of Support - People Leadership | Operational Excellence | Customer Focus | Technology Operations

CareerXperts Consulting · Bangalore, India

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!