Head of India Support & Operations
• 6+ years of experience in technical support, platform operations, or site reliability — with at least 2 years in a people management role overseeing a technical team.
• Hands-on technical background with enterprise data platform technologies: Hadoop, Spark, Kyuubi, Airflow, Kubernetes, or equivalent. Must be able to read logs, interpret errors, and guide engineers through complex troubleshooting — not just manage from a distance.
• Experience managing shift-based teams across multiple time zones, including scheduling, on-call oversight, and escalation workflows.
• Demonstrated ability to handle direct customer escalations — both written and live — with professionalism, clarity, and ownership.
• Experience with helpdesk/ticketing platforms (Zendesk, Jira Service Management, or equivalent) and familiarity with SLA frameworks.
• Strong written and verbal communication skills in English. Ability to communicate technical issues clearly to non-technical stakeholders.
• Genuine mentorship mindset — a track record of developing junior and mid-level engineers, not just managing them.
• Experience supporting external, paying customers of a commercial product or SaaS platform. This role requires a customer-facing background — not exclusively internal IT, enterprise helpdesk, or in-house application support. If your career has been entirely supporting your own employer’s internal users, this is not the right fit.
• Demonstrated ability to communicate directly with external customers during incidents and escalations — written status updates, live bridge calls, and executive-level communication. This is a daily expectation, not an occasional requirement.
Preferred
• Familiarity with IAM technologies: Active Directory, Keycloak, Apache Ranger, Vault, or Kerberos.
• Exposure to AIOps, automated monitoring, or AI-assisted ticket triage tools (e.g., Pylon AI or similar).
• Experience working with or reporting to a US-based leadership team in a distributed org model.
• Prior experience leading a team through an operational transformation (reactive to proactive support model).