Director – HRP OPTIX Product Operations & Delivery Support

TMF Group Director – HRP OPTIX Product Operations & Delivery Support

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

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

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

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

See also