Senior Director, Technology Operations

Overview

Lead the Global Command Center (GCC), a 24×7 service operations function, and drive the shift from reactive monitoring to proactive, automation-first operations based in Bangalore.

What you'll do

• Lead the GCC as a single, consistent 24×7 function covering event triage, service health, operational communications, and real-time response across a distributed, multi-shift organization based primarily in India.
• Own the operational adoption of L0, defining readiness criteria and decision gates under which the GCC allows automation to act ahead of human responders, and expand that coverage service by service.
• Set and deliver operational measures including alert-to-incident ratio, first-touch resolution at L1, escalation rate, MTTD, MTTR, and auto-resolution rate, with reporting that makes operational posture clear to senior leadership.
• Move the operation from reactive to proactive, and over time from eyes on glass to on demand, reshaping the shift model, staffing, and skills profile around an exception-driven way of working.
• Extend GCC coverage across products and services with consistent monitoring standards, runbook coverage, and communications, and extend operational health to application and customer journey experience.
• Grow the capability of an operations workforce moving from monitoring alerts to supervising automated systems, and build the leadership bench to carry that change forward.
• Feed operational reality back to AIOps, Workflow Engineering, and Problem Management under a clear build versus run separation, partnering with separately led major incident management and automation engineering functions.

What you'll need

• A minimum of 15 years of experience in technology operations.
• At least 5 years leading a 24×7 command center, NOC, or global service operations function at enterprise scale.
• A bachelor's degree in a technical field.
• Proven experience leading large, distributed operations organizations in India, including leaders of leaders and multi-shift, follow-the-sun models, with a track record of raising consistency and quality across sites and shifts.
• Demonstrated operational adoption of AI and automation, having taken capability built by others and put it into safe, live production use with guardrails, approval gates, readiness criteria, and rollback discipline, with measurable outcomes.
• A track record of reducing toil and escalations by shifting resolution left into first-line teams and cutting alert noise, with the habit of interrogating escalation trends.
• Experience taking a monitoring-led operation to an exception-led one, reducing the share of capacity spent on eyes-on-glass surveillance and redesigning shift and staffing models around on-demand engagement, without losing coverage or confidence.
• Strong command of the event and incident lifecycle and its tooling, including ServiceNow ITSM and Event Management, modern observability platforms, and the CMDB and tagging discipline that correlation depends on.
• The rigor to set, instrument, and defend operational targets across availability and SLOs, MTTD and MTTR, auto-resolution rate, and escalation rate, and to use them to change behavior rather than to report on it.
• Credibility and calm with senior stakeholders during major incidents, together with the change-leadership skill to take an established operations organization through a significant shift in how it works, including the people and morale dimensions.
• Clarity about the boundary between building and running, and the ability to partner with engineering and AI functions on capability you do not own.

Nice to have

• A master's degree in a technical field, or an equivalent advanced qualification.
• Certifications such as ITIL, ServiceNow, Site Reliability Engineering (SRE), or cloud (e.g., AWS, Azure, or Google Cloud).

Details

• Location: Bangalore, Karnataka, India.
• Flexible hybrid work model for office-based roles.