Senior Director, Technology Operations

Thomson Reuters · Software & Internet

Bangalore
On-site
Posted today
Apply by 5 Nov
Operations & Supply Chain

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About the job

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:

You’re a fit for the role of Senior Director, Service Operations if your background includes running operations at enterprise scale and changing how they run, not simply keeping them stable. Specifically:

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 side of that line without needing to widen it.

Preferred Qualifications:

A master’s degree in a technical field, or an equivalent advanced qualification.

Certifications such as ITIL, ServiceNow, Site Reliability Engineering (SRE), or cloud (e.g., AWS, Azure, or Google Cloud).

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What’s in it For You?

Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact:  We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here .

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More information about Thomson Reuters can be found on thomsonreuters.com.

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