Director – HRP OPTIX Product Operations & Delivery Support

TMF Group -
Bengaluru, Karnataka

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Job details

Full-time

Qualifications

Knowledge management
Continuous improvement
Release management
ITIL
Communication skills

Full job description

General Information

Job ID

35820

Location

Bangalore, India

Work Types

Full Time

1.Operations Leadership & Production Ownership

Own and manage the production support model, including SLAs, escalation paths, and governance
Ensure 24×5 operational coverage with effective L1/L2 support and structured L3 engagement
Lead major incident management, including triage, resolution, RCA, and communication
Implement and maintain monitoring, alerting, and operational control frameworks
Drive problem management and continuous improvement initiatives
Establish and manage operational governance cadence, reporting, and KPIs

2. Delivery Enablement: Onboarding & Migration

Lead operational readiness for customer onboarding and BAU transition
OPTIX migrations, including cutover and hypercare
Ensure support readiness (access, SLAs, runbooks, ticketing) before go-live
Define and enforce go/no-go criteria and risk mitigation plans
Coordinate with delivery, onboarding, and integration teams to ensure smooth transitions

3. Release, UAT & Deployment Partnership

Partner with Product and Engineering teams across the release lifecycle
Ensure deployment readiness, production validation, and post-release stabilization
Coordinate UAT, testing, and defect management processes
Lead defect triage, impact assessment, and resolution tracking
Maintain up-to-date documentation, runbooks, and knowledge assets

4. Stakeholder Management & Governance

Act as the single point of accountability for operational outcomes
Provide executive updates on service health, risks, and delivery status
Align stakeholders on support standards, ownership, and escalation processes

5. People Leadership & Capability Development

Build and lead a high-performing global support organization
Manage hiring, onboarding, coaching, and performance development
Drive knowledge management, training, and capability building initiatives
Promote a culture of accountability, customer focus, quality, and continuous improvement

Key Requirements

Leadership & Experience

Strong experience in IT operations, production support, and service delivery leadership
Proven track record in managing global support teams and operating models
Experience in customer onboarding, platform migrations, and large-scale system rollouts

Operations & Support Expertise

Deep understanding of L1/L2/L3 support models, SLAs, escalation management, and ITIL practices
Experience managing incident, problem, and change management processes
Knowledge of monitoring frameworks, observability tools, and operational governance

Delivery & Release Management

Experience working with product and engineering teams on release cycles, UAT, and deployments
Ability to manage cutover planning, hypercare, and stabilization phases
Strong understanding of risk management and go/no-go decision frameworks

Stakeholder & Communication Skills

Ability to collaborate across product, engineering, delivery, and business teams
Experience providing executive-level reporting and stakeholder communication
Strong coordination skills across global and cross-functional teams

Operational Excellence & Continuous Improvement

Experience driving process optimization, automation, and performance improvement (MTTA/MTTR)
Strong focus on governance, KPIs, and service improvement initiatives

What’s in it for you?

Pathways for career development

Work with colleagues and clients around the world on interesting and challenging work.
We provide internal career opportunities, so you can take your career further within TMF.
Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

You’ll be helping us to make the world a simpler place to do business for our clients.
Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

A supportive environment

Strong feedback culture to help build an engaging workplace.
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

Other Benefits

Anniversary & Birthday Leave policy
Be part of One TMF
Paternity & Adoption leaves
Salary advance policy
Work flexibility – Hybrid work model
Talk about growth opportunities (we invest in talent)
Well-being initiatives

We’re looking forward to getting to know you!

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