Senior Director, Technology Operations
Thomson Reuters (company site, opens in a new tab)15+ yrsBengaluruRemoteDirect career pageEst. 45–70 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead the 24x7 Global Command Center (GCC) based in Bangalore, overseeing event triage, service health, communications, and real-time response in a distributed operation focused on proactivity and automation.
- Drive operational adoption and scaling of AI-driven Level 0 incident resolution, establishing readiness criteria and expanding coverage to reduce manual alert handling and escalations.
- Set and manage key operational metrics (e.g., alert-to-incident ratio, MTTD, MTTR, auto-resolution rate), transforming the operation from reactive monitoring to exception-driven engagement and continuous improvement.
Minimum Requirements
- Minimum 15 years in technology operations with at least 5 years leading a 24x7 command center, NOC, or global service operations at enterprise scale.
- Bachelor’s degree in a technical field required; master’s degree and certifications (ITIL, ServiceNow, SRE, cloud) preferred.
- Proven leadership managing large, distributed operations in India with multi-shift and follow-the-sun models involving leaders of leaders.
- Demonstrated experience operationalizing AI and automation in live environments with control frameworks, plus strong command of event/incident lifecycle tools including ServiceNow ITSM.
Ideal Candidate Profile
- Experienced in transforming large-scale technical operations from reactive monitoring to proactive, automation-enabled, exception-based models with measurable results in reducing toil and escalations.
- Skilled in leading and scaling distributed, multi-shift technical teams in India, driving consistency, quality, and operational rigor across sites and shifts.
- Comfortable partnering with engineering and AI teams on capability building, maintaining clear operational ownership boundaries, and managing complex stakeholder relationships during major incidents and organizational change.