Senior Technical Director IT Operations

Job description

<p><p><b>Description :</b><br/><br/>About Cognite.<br/><br/>Embark on a transformative journey with Cognite, a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings including Cognite Atlas AI, an industrial agent workbench, and the Cognite Data Fusion (CDF) platform.<br/><br/>We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year.<br/><br/>In the realm of industrial digital transformation, we stand at the forefront, reshaping the future of Oil & Gas, Chemicals, Pharma and other Manufacturing and Energy sectors.<br/><br/>Join us in this venture where AI and data meet ingenuity, and together, we forge the path to a smarter, more connected industrial future.<br/><br/><b>Role Summary :</b><br/><br/>Cognite is seeking a strategic and execution-focused leader to scale our Global Customer Support Organization.<br/><br/>This role is pivotal to delivering a world-class, customer-obsessed, and operationally excellent support function that meets the needs of enterprise clients across industries and time zones.<br/><br/>As the Senior Director of Global Customer Support, you will lead global support delivery across internal teams and strategic partners.<br/><br/>You will own operational strategy, governance, escalations, and partner performance while driving continuous improvement, service reliability, and measurable customer outcomes.<br/><br/><b>Key Responsibilities :</b><br/><br/>- Support Strategy & Operating Model Define and execute a scalable global support model aligned with Product, Engineering, Customer Success, and Commercial teams.<br/><br/>- Operational Excellence Lead 247 support delivery with tiered models, SLAs, and escalation protocols; ensure consistent quality across regions and channels.<br/><br/>- Partner & Vendor Management Govern strategic partners with clear frameworks for SLA/OLA compliance, quality, productivity, budget optimization, and QBRs.<br/><br/>- Incident & Escalation Management Oversee high-priority case handling, root-cause analysis, and act as the executive escalation point for enterprise customers.<br/><br/>- Process, Governance & Tooling Implement ITIL practices across incident, problem, and change management; drive automation, monitoring, and knowledge management.<br/><br/>- Measurement & Performance Visibility Define and track KPIs (CSAT/NPS, SLA compliance, MTTR, backlog trends, partner performance); deliver executive dashboards.<br/><br/>- Leadership & Culture Recruit, mentor, and lead a global team (Bengaluru hub + regional coverage); foster a culture of customer-centricity, ownership, urgency, and continuous improvement.<br/><br/><b>Qualifications :</b><br/><br/></p><p>- 15+ years of leadership experience in global technical support, enterprise operations, or service delivery within SaaS, cloud, or industrial software companies.<br/><br/>- Proven success managing outsourced support partners and hybrid delivery models at scale.<br/><br/>- Strong background in enterprise-grade L1L3 support, high-severity incident handling, and global coverage.<br/><br/>- Deep experience with ITIL practices, SLAs/OLAs, escalation systems, and support analytics.<br/><br/>- Demonstrated ability to collaborate across Product, Engineering, Sales, and Customer Success functions.<br/><br/>- Strong stakeholder influence and customer engagement capabilities, including executive-level escalations.<br/><br/>- Experience building, mentoring, and scaling distributed teams with a focus on operational maturity and accountability.<br/><br/>- Join the global Cognite community! .<br/><br/>- Join an organization of 70 different nationalities with Diversity, Equality and Inclusion (DEI) in focus .<br/><br/>Office location Rathi Legacy (Rohan Tech Park ) Hoodi (Bengaluru).<br/><br/><b>Why choose Cognite ?</b><br/><br/>Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world.<br/><br/>We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients and allows front-line workers, as well as domain experts, to make better decisions every single day.<br/><br/>We were recognized as one of CNBC's top global enterprise technology startups powering digital transformation ! And just recently, Frost & Sullivan named Cognite a Technology Innovation Leader ! Most recently Cognite Data Fusion Achieved Industry First DNV Compliance for Digital Twins .<br/><br/></p><br/></p> (ref:hirist.tech)

Required Skill Profession

Computer Occupations