Senior Director, Technology Operations

Thomson Reuters

. Lead the Global Command Center as a consistent 24×7 function covering event triage, service health, operational communications, and real-time response .

Posted 10/27/2026full-timeBengaluru • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in leading global command center operations, focusing on proactive engagement, automation adoption, and operational health metrics. Capable of transforming monitoring-led operations into exception-driven processes while effectively managing large, distributed teams.

Highest-signal resume keywords

15 Years Experience In Technology Operations5 Years Leading 24×7 Command CenterOperational Adoption Of AI And AutomationExperience With ServiceNow ITSM And Event ManagementChange-Leadership Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational MeasuresEvent And Incident Lifecycle ManagementMTTD And MTTR ManagementAuto-Resolution Rate ManagementEscalation Rate ManagementMonitoring-Led To Exception-Led TransformationOperational Target SettingDistributed Operations LeadershipProactive Engagement StrategiesOperational Insights Development

Soft Skills

Credibility With Senior StakeholdersLeadership DevelopmentOrganizational Transformation

Tools & Technologies

ServiceNowModern Observability PlatformsCMDBAIOpsWorkflow Engineering

Certifications & Qualifications

ITILServiceNowSREAWSAzureGoogle Cloud

Industry Keywords

Global Command CenterNOCEnterprise Scale OperationsFollow-The-Sun ModelsOperational Health Measures

Tech Stack

Tools & technologies

AWSAzureCloudITSMServiceNow

About the role

Key responsibilities & impact

Lead the Global Command Center as a consistent 24×7 function covering event triage, service health, operational communications, and real-time response
Own operational adoption of L0 automation, defining readiness criteria and decision gates for automated resolution
Set and deliver operational measures including alert-to-incident ratio, first-touch resolution, escalation rate, MTTD, MTTR, and auto-resolution rate
Report operational posture to senior leadership
Transition operations from reactive monitoring to proactive, exception-driven engagement
Reshape shift models, staffing, and skills profiles around on-demand work
Extend GCC coverage across products and services with consistent monitoring standards, runbook coverage, and communications
Expand operational health measures to application and customer journey experience
Develop the operations workforce and leadership bench
Feed operational insights to AIOps, Workflow Engineering, and Problem Management
Partner with major incident management and automation engineering functions

Requirements

What you’ll need

Minimum of 15 years of experience in technology operations
At least 5 years leading a 24×7 command center, NOC, or global service operations function at enterprise scale
Bachelor’s degree in a technical field required
Experience leading large, distributed operations organizations in India, including leaders of leaders and multi-shift, follow-the-sun models
Proven operational adoption of AI and automation in safe, live production use
Experience reducing toil, escalations, and alert noise by shifting resolution left into first-line teams
Experience transforming monitoring-led operations into exception-led operations
Strong command of event and incident lifecycle
Experience with ServiceNow ITSM and Event Management
Experience with modern observability platforms
Experience with CMDB and tagging discipline
Ability to set and defend operational targets across availability, SLOs, MTTD, MTTR, auto-resolution rate, and escalation rate
Credibility with senior stakeholders during major incidents
Change-leadership experience through significant organizational transformation
Understanding of the boundary between building and running
Master’s degree in a technical field or equivalent advanced qualification preferred
Relevant certifications such as ITIL, ServiceNow, SRE, AWS, Azure, or Google Cloud preferred

Benefits

Comp & perks

Flexible hybrid working environment for office-based roles
Work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, and skill development through Grow My Way programming
Flexible work arrangements
Inclusive and belonging-focused culture