Director HRP OPTIX Product Operations & Delivery Support (India)

General Information Job ID 35820 Location Bangalore, India Work Types Full Time Categories Information Technology We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website. About TMF Group TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations. TMF India is a Great Place to Work, ISO & ISAE certified organization. Discover the Role The Director HRP OPTIX Product Operations & Delivery Support is responsible for ensuring end-to-end production stability, operational excellence, and seamless customer onboarding and migration for the TMF OPTIX platform. This role combines operational leadership (L1/L2/L3 support, incident/problem/change management) with delivery enablement (onboarding, migration, release coordination). It focuses on maintaining a stable production environment while enabling scalable global adoption of the OPTIX platform with a consistent client experience. Key Responsibilities 1.Operations Leadership & Production Ownership - Own and manage the production support model, including SLAs, escalation paths, and governance - Ensure 245 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 Drive the support workstream for Horizon - 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 Whats 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 .