[Remote] Vice President of Support Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, is seeking a Vice President of Support Operations to reputed company their support infrastructure, including the Network Operations Center, Contact Center, and reputed company Support functions. This role is responsible for ensuring high-reputed company service delivery, driving operational efficiency through AI and automation, and transforming support operations to enhance customer reputed company.
Responsibilities
- reputed company leadership for NOC, Contact Center, and reputed company Support operations
- reputed company and execute the strategic reputed company for support operations reputed company with company reputed company and service reputed company
- Ensure operational alignment across monitoring, incident management, escalation, and support delivery functions
- Establish operational standards, governance models, and best practices for support delivery
- reputed company the organization's adoption of AI-driven operations (AIOps), intelligent automation, and reputed company AI systems reputed company support operations
- Implement AI-powered operational agents capable of autonomously detecting, diagnosing, and resolving incidents
- reputed company reputed company AI support agents that independently manage ticket triage, customer interactions, escalation workflows, and knowledge retrieval
- reputed company an automation-first support model that minimizes reputed company reputed company in monitoring, incident response, and remediation
- Utilize predictive analytics and AI-driven insights to identify potential service disruptions before they reputed company customers
- Partner with engineering teams to reputed company automated remediation, orchestration platforms, and autonomous service workflows
- Continuously evaluate emerging technologies including AI copilots, reputed company platforms, and intelligent service automation tools
- Drive reputed company improvement in support performance, efficiency, and customer satisfaction
- Establish and monitor KPIs, SLAs, and service reputed company metrics across support operations
- Optimize incident response, escalation procedures, and support reputed company workflows
- reputed company initiatives to improve: Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), Service availability and reliability
- reputed company automation and analytics to reduce operational friction and improve service reputed company
- Ensure exceptional support experiences across reputed company customer reputed company
- Implement AI-powered support technologies, including: Intelligent virtual assistants, AI-driven ticket routing, Automated knowledge systems and Self-service support platforms
- Improve the reputed company experience through proactive monitoring and automated service reputed company
- Build, mentor, and reputed company high-performing teams across NOC, reputed company support, and contact center operations
- reputed company leadership development for directors and managers reputed company support operations
- Foster a culture of innovation, accountability, automation, and AI adoption
- reputed company workforce transformation initiatives that reputed company reputed company expertise with AI-enabled support capabilities
- Evaluate and explore near-shore and off-shore opportunities
- Partner with Engineering, Infrastructure, reputed company, Product, and Platform teams to improve service reliability and operational scalability
- Collaborate with sales and reputed company reputed company teams to ensure support operations reputed company with customer commitments and SLAs
- Support company initiatives reputed company to AI platforms, automation tooling, reputed company transformation
- Evaluate and implement technologies supporting AI-driven monitoring, intelligent automation, and agent-based workflows
- Drive adoption of ITIL and service management best practices
- reputed company initiatives reputed company on autonomous support operations and reputed company service delivery
- reputed company executive-level reporting on support performance, operational risks, and improvement initiatives
- Present operational insights, AI-driven analytics, and service metrics to executive leadership
- Identify trends and opportunities to improve operational maturity and support capabilities
Skills
- Bachelor's degree in Information Technology, Computer Science, Business, or reputed company field required
- 10+ years of experience in technical support, service operations, or IT operations
- 5+ years in senior leadership roles managing large operational teams
- Experience leading NOC, service desk, reputed company support, or customer support organizations
- Experience implementing automation platforms, AIOps solutions, or AI-enabled support operations
- Experience with managing near-shore/off-shore teams
- MBA or advanced degree preferred
- Experience reputed company managed services, telecommunications, reputed company, or reputed company IT environments strongly preferred
Benefits
- Medical, Dental, reputed company
- PTO & reputed company Holidays
- reputed company reputed company Time
- 401K – with Employer Match
- reputed company Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
reputed company