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General Information

Job ID
35820
Location
Bangalore, India
Work Types
Full Time
Categories
Information Technology


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About TMF Group

TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

TMF India is a Great Place to Work, ISO & ISAE certified organization.


Discover the Role

The Director – HRP OPTIX Product Operations & Delivery Support is responsible for ensuring end-to-end production stability, operational excellence, and seamless customer onboarding and migration for the TMF OPTIX platform.

This role combines operational leadership (L1/L2/L3 support, incident/problem/change management) with delivery enablement (onboarding, migration, release coordination). It focuses on maintaining a stable production environment while enabling scalable global adoption of the OPTIX platform with a consistent client experience.


Key Responsibilities

1.Operations Leadership & Production Ownership

  • Own and manage the production support model, including SLAs, escalation paths, and governance
  • Ensure 24×5 operational coverage with effective L1/L2 support and structured L3 engagement
  • Lead major incident management, including triage, resolution, RCA, and communication
  • Implement and maintain monitoring, alerting, and operational control frameworks
  • Drive problem management and continuous improvement initiatives
  • Establish and manage operational governance cadence, reporting, and KPIs

2. Delivery Enablement: Onboarding & Migration

  • Lead operational readiness for customer onboarding and BAU transition
  • Drive the support workstream for Horizon → OPTIX migrations, including cutover and hypercare
  • Ensure support readiness (access, SLAs, runbooks, ticketing) before go-live
  • Define and enforce go/no-go criteria and risk mitigation plans
  • Coordinate with delivery, onboarding, and integration teams to ensure smooth transitions

3. Release, UAT & Deployment Partnership

  • Partner with Product and Engineering teams across the release lifecycle
  • Ensure deployment readiness, production validation, and post-release stabilization
  • Coordinate UAT, testing, and defect management processes
  • Lead defect triage, impact assessment, and resolution tracking
  • Maintain up-to-date documentation, runbooks, and knowledge assets

4. Stakeholder Management & Governance

  • Act as the single point of accountability for operational outcomes
  • Provide executive updates on service health, risks, and delivery status
  • Align stakeholders on support standards, ownership, and escalation processes

5. People Leadership & Capability Development

  • Build and lead a high-performing global support organization
  • Manage hiring, onboarding, coaching, and performance development
  • Drive knowledge management, training, and capability building initiatives
  • Promote a culture of accountability, customer focus, quality, and continuous improvement

Key Requirements

Leadership & Experience

  • Strong experience in IT operations, production support, and service delivery leadership
  • Proven track record in managing global support teams and operating models
  • Experience in customer onboarding, platform migrations, and large-scale system rollouts

Operations & Support Expertise

  • Deep understanding of L1/L2/L3 support models, SLAs, escalation management, and ITIL practices
  • Experience managing incident, problem, and change management processes
  • Knowledge of monitoring frameworks, observability tools, and operational governance

Delivery & Release Management

  • Experience working with product and engineering teams on release cycles, UAT, and deployments
  • Ability to manage cutover planning, hypercare, and stabilization phases
  • Strong understanding of risk management and go/no-go decision frameworks

Stakeholder & Communication Skills

  • Ability to collaborate across product, engineering, delivery, and business teams
  • Experience providing executive-level reporting and stakeholder communication
  • Strong coordination skills across global and cross-functional teams

Operational Excellence & Continuous Improvement

  • Experience driving process optimization, automation, and performance improvement (MTTA/MTTR)
  • Strong focus on governance, KPIs, and service improvement initiatives

What’s in it for you?

Pathways for career development 

  • Work with colleagues and clients around the world on interesting and challenging work.
  • We provide internal career opportunities, so you can take your career further within TMF.
  • Continuous development is supported through global learning opportunities from the TMF Business Academy. 

Making an impact 

  • You’ll be helping us to make the world a simpler place to do business for our clients.
  • Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work. 

A supportive environment 

  • Strong feedback culture to help build an engaging workplace.
  • Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
  • Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
  • At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

Other Benefits

  • Anniversary & Birthday Leave policy
  • Be part of One TMF
  • Paternity & Adoption leaves
  • Salary advance policy
  • Work flexibility – Hybrid work model
  • Talk about growth opportunities (we invest in talent)
  • Well-being initiatives



We’re looking forward to getting to know you!