Senior Director - Technology Operations and Service Management

Thomson Reuters India Pvt Ltd; Bengaluru; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Thomson Reuters India Pvt Ltd seeks a Senior Director of Technology Operations in Bangalore to lead a 24x7 Global Command Center. You will drive autonomous workflow adoption, orchestrate AI-enabled operations, and transform from reactive triage to proactive, exception-driven management.

You will define readiness gates, measure key metrics, and partner with AI and engineering functions to scale automation while maintaining service resilience across products.

Qualifications

• Bachelor's degree in a technical field is required.
• Master's degree and relevant certifications (ITIL, ServiceNow, SRE, cloud) preferred.
• Proven experience leading large, distributed operations in India with multi-shift, follow-the-sun models.
• Experience adopting AI and automation with safe, live production use and rollback discipline.
• Track record of reducing toil and escalations by shifting resolution left.
• Knowledge of event and incident lifecycle and tooling including ServiceNow ITSM and Event Management.

Responsibilities

• Lead the GCC as a 24x7 function covering event triage, service health, operational communications, and real-time response.
• Define readiness criteria and gates under which GCC allows automation to act before humans.
• Set and deliver operational measures like MTTD, MTTR, and auto-resolution rate with senior leadership reporting.
• Reshape shift models, staffing, and skills around exception-driven work.
• Extend GCC coverage across products with consistent monitoring and runbook standards.
• Collaborate with AI Operations, Workflow Engineering, and Problem Management under build/run separation.

Skills

Technology operations leadership

AI/Automation adoption

24x7 operations experience

Stakeholder management

Change leadership

Event lifecycle mastery

ServiceNow ITSM

Event Management

CMDB and tagging discipline

Education

Bachelor's degree in a technical field

Master's degree (preferred)

Tools

ServiceNow ITSM

Event Management

Monitoring platforms

CMDB

Job description

Senior Director, Technology Operations Job Description: Ready to lead the operations center that stops watching alerts and starts supervising autonomous systems at Thomson Reuters™? At Thomson Reuters, we are transforming Service Management from a reactive, process-bound group into a proactive, intelligence-driven organization, one in which data flows into intelligence, intelligence into orchestration, and orchestration into execution. The Global Command Center (GCC) is where that model is realized: the 24×7 function that sees what is happening across our services, decides what needs to happen next, and makes it happen, increasingly with automation acting first and people handling the exceptions. We are seeking a Senior Director of Service Operations, based in Bangalore, to lead this transformation. The majority of our operations population already sits in India, and this role puts senior leadership where that scale is. It is a run-side leadership role with a build-side partnership: our AI Operations (AIOps) and Workflow Engineering functions design the intelligence and the workflows, while you own turning those into daily operational practice. Your central mandate is to make L0 real, the tier in which AI and automation resolve issues ahead of human responders, with the GCC operating as L1 for exceptions and L2 reserved for genuine major incidents. Success looks like less toil, fewer escalations, fewer people with \“eyes on glass,\” and an operation that moves at the speed of the business.

Key Responsibilities: In this opportunity as Senior Director, Service Operations, you will: Lead the GCC as a single, consistent 24×7 function covering event triage, service health, operational communications, and real-time response, working through a distributed, multi-shift organization based primarily in India. Own the operational adoption of L0, defining the readiness criteria and decision gates under which the GCC allows automation to act ahead of human responders, and expanding that coverage service by service. Set and deliver the operational measures that matter, from alert-to-incident ratio and first-touch resolution at L1 to escalation rate, MTTD, MTTR, and auto-resolution rate, with reporting that makes operational posture clear to senior leadership at any moment. Move the operation from reactive to proactive, and over time from eyes on glass to on demand, reshaping the shift model, staffing, and skills profile around an exception-driven way of working, so that our engineers spend their time on judgment rather than triage. Extend GCC coverage across our products and services with consistent monitoring standards, runbook coverage, and communications, and extend the definition of operational health beyond infrastructure availability to application and customer journey experience. Grow the capability of an operations workforce whose role is changing from monitoring alerts to supervising automated systems, and build the leadership bench that will carry that change forward. Feed operational reality back to AIOps, Workflow Engineering, and Problem Management under a clear build versus run separation, partnering closely with our separately led major incident management and automation engineering functions.

Required Qualifications

• A minimum of 15 years of experience in technology operations, including at least 5 years leading a 24×7 command center, NOC, or global service operations function at enterprise scale.
• A bachelor’s degree in a technical field is required, with a master’s and relevant certifications (ITIL, ServiceNow, SRE, cloud) preferred.
• Proven experience leading large, distributed operations organizations in India, including leaders of leaders and multi-shift, follow-the-sun models, with a track record of raising consistency and quality across sites and shifts.
• Demonstrated operational adoption of AI and automation, having taken capability built by others and put it into safe, live production use with the guardrails, approval gates, readiness criteria, and rollback discipline that make it trustworthy, with measurable outcomes to point to.
• A track record of reducing toil and escalations by shifting resolution left into first-line teams and cutting alert noise, with the analytical habit of interrogating an escalation trend rather than accepting it.
• Experience taking a monitoring-led operation to an exception-led one, reducing the share of capacity spent on eyes-on-glass surveillance and redesigning shift and staffing models around on-demand engagement, without losing coverage or confidence along the way.
• Strong command of the event and incident lifecycle and the tooling behind it, including ServiceNow ITSM and Event Management, modern observability platforms, and the CMDB and tagging discipline that correlation depends on.
• The rigor to set, instrument, and defend operational targets across availability and SLOs, MTTD and MTTR, auto-resolution rate, and escalation rate, and to use them to change behavior rather than to report on it.
• Credibility and calm with senior stakeholders during major incidents, together with the change-leadership skill to take an established operations organization through a significant shift in how it works, including the people and morale dimensions of that change.
• Clarity about the boundary between building and running, so that you are energized by partnering with engineering and AI functions on capability you do not own, and hold your