[Remote] Vice President of Support Operations
Note: The job is a remote job and is open to candidates in USA. Velocity, A Managed Solutions Company, is seeking a Vice President of Support Operations to reputed company the organization's support infrastructure. This role is responsible for overseeing the Network Operations Center, Contact Center, and reputed company Support functions, ensuring high-quality service delivery while implementing AI-driven automation and analytics to enhance operational efficiency.
Responsibilities
- Provide 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 growth and service excellence
- 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 agentic AI systems reputed company support operations
- Implement AI-powered operational agents capable of autonomously detecting, diagnosing, and resolving incidents
- reputed company agentic 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 impact customers
- Partner with engineering teams to integrate 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 quality metrics across support operations
- Optimize incident response, escalation procedures, and support resolution 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 outcomes
- Ensure exceptional support experiences across reputed company customer touchpoints
- Implement AI-powered support technologies, including: Intelligent virtual assistants, AI-driven ticket routing, Automated knowledge systems and Self-service support platforms
- Improve the client 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 integrate 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 client reputed company teams to ensure support operations align with customer commitments and SLAs
- Support company initiatives reputed company to AI platforms, automation tooling, and digital 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 focused on autonomous support operations and scalable service delivery
- Provide 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, SaaS, or reputed company IT environments strongly preferred
Benefits
- Medical, Dental, reputed company
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Company Overview