[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