Senior Director — Product Support

Valid8 Financial, Inc.; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Benefits offered by this job

Autonomy and transparency

Continuous learning opportunities

Job summary

Valid8 Financial, Inc. is seeking a Senior Director of Production Support to strategically lead and improve their Production Support function. You will be crucial in driving operational excellence and building a customer-centered culture in Bengaluru, Karnataka.

The ideal candidate will have over 15 years in SaaS or Cloud environments along with proven leadership and analytical skills. A strong focus on incident management and cross-functional collaboration is essential for this role.

Qualifications

• 15+ years’ experience in a SaaS, Cloud, or enterprise software environment, including 5+ years in Production Support.
• Proven leadership in driving shared outcomes across teams.
• Experience transforming operational teams through process and technology innovation.

Responsibilities

• Own the strategy and execution of Bidgely’s Production Support function.
• Lead high-impact initiatives for support process automation and SLA management.
• Champion compliance with regulatory standards in all support processes.

Skills

SaaS experience

Incident response

Cross-functional leadership

Analytical skills

Stakeholder management

Tools

JIRA Service Desk

Job description

As Senior Director of Production Support, you will own the strategy, execution, and continuous improvement of Bidgely’s Production Support (PS) function. Leading a team that is both a first line of defense and a critical point of coordination across Customer Service, Engineering, Delivery, and SRE teams, you will champion operational excellence, cross‑functional accountability, and a culture of partnership.

Key Responsibilities

• Elevate the PS team to drive outcomes—beyond ticket closure to customer/CSM satisfaction and SLA achievement.
• Set the vision for advanced people, process, and technology capabilities in support and incident management.
• Foster shared ownership, urgency, and closure across all stakeholder teams by building a customer‑centered culture of excellence and speed.
• Be the voice and face of the organization by providing executive‑level representation of PS in customer escalations, root‑cause analyses, and post‑mortems.
• Ensure compliance with SOC2 and other regulatory standards in all support processes.
• Define and execute the vision for an innovative, responsive PS organization, balancing customer‑facing urgency with risk management and compliance.
• Lead high‑impact initiatives for support process automation, SLA management, and proactive system monitoring.
• Diligently transform PS into an active source of delight in the customer’s experience, driving transparency in metrics and an obsessive focus on handling incidents and escalations rapidly and gracefully.
• Act as the escalation point and advocate for PS in cross‑functional operating rhythms, resolving bottlenecks and driving accountability.
• Establish strong routines for impact analysis, root‑cause discovery, and corrective action, collaborating seamlessly with Delivery, Engineering, SRE, and CSM teams.
• Champion best practices for ticket hygiene, incident documentation, and knowledge management to reduce duplication and improve clarity.
• Continuously refine alert and monitoring systems to minimize false positives and investigative overhead.
• Define and track KPIs for resolution times, SLA attainment, stakeholder satisfaction, and system reliability.
• Drive ongoing process audits and data‑driven retrospectives focused on root‑cause elimination and experience improvement.
• Recruit, mentor, and develop PS team members into operational experts and trusted partners, fostering a customer‑centered culture of accountability, empathy, and growth.
• Instill a bias for action and problem‑solving excellence, modeling partnership with supporting teams.
• Foster a “One Team” culture across all stakeholders and partners to create the best customer experience.
• Represent PS in customer escalations, executive forums, and process improvement task forces.
• Prepare and present robust post‑incident reviews and operational impact assessments for leadership and clients.

What Makes You Successful?

• 15+ years’ experience in a SaaS, Cloud, or enterprise software environment, including 5+ years as an executive in Production Support or related mission‑critical functions.
• Proven command and credibility in cross‑functional leadership—able to drive urgency and shared outcomes across engineering, delivery, and CSM teams.
• Track record of transforming operational teams through process and technology innovation.
• Mastery of incident response, root‑cause analysis, and operational best practices (SOC2, ITIL, or similar frameworks).
• Hands‑on experience with JIRA Service Desk, workflow automation, and system monitoring tools.
• Proven stakeholder management and executive‑level presence—comfortable representing PS in high‑pressure customer or internal calls.
• Strategic thinker who acts with empathy and conviction—experienced at energizing high‑performing teams and driving culture change.
• Strong analytical skills; fluent in using data to diagnose bottlenecks, validate fixes, and communicate outcomes.
• Experience in a regulated industry (utilities, energy, finance, healthcare) is a strong plus.

Core Competencies

• Strategic Vision—sets direction and creates alignment across functions; solves problems for scale and impact.
• Operational Mastery—drives excellence in incident, change, and knowledge management; minimizes noise/blame.
• Cross‑Functional Leadership— influences outcomes across Delivery, Engineering, SRE, and TPM/CSM.
• Data‑Driven Decision Making—uses metrics to inform priorities, retrospectives, and resource allocation.
• Communication & Presence—crafts clear narratives for executives and customers; inspires confidence.
• People & Culture Builder—develops talent, fosters accountability, and builds collaboration.
• Technology Fluency—understands support stack, ticketing systems, and monitoring tools; leads process/tool improvement.

Why Join Bidgely?

• Shape the future of clean energy. Your work will directly influence how millions of customers experience, understand, and participate in the energy transition.
• Build at scale, backed by real impact. Bidgely’s platform already analyzes billions of energy data points daily; you’ll lead initiatives that amplify that reach through data, AI, and design.
• Join a global, high‑caliber team. Collaborate with passionate engineers, designers, data scientists, and utility innovators across Silicon Valley, India, and Europe.
• Thrive in a culture of ownership and innovation. Expect autonomy, transparency, and a bias for action—ideas over hierarchy, results over noise.
• Grow your craft and your career. With access to cutting‑edge GenAI tools, continuous learning opportunities, and visible impact across markets, you’ll have the runway to evolve as a product leader.

At Bidgely, we’re on a mission to make a difference and build a workplace where every unique voice is heard and celebrated. We are an equal‑opportunity employer and believe that the inclusive atmosphere we build together will enable every person to grow, contribute, and thrive. Our hiring decisions are based on your skills, talent, and passion – not on your background, gender, race, age, or any other protected characteristic.