The Head of Digital Technical Support provides strategic direction and operational oversight for all global software support functions. This role ensures an effective customer experience through efficient incident response, escalation leadership, proactive monitoring, service automation, and continuous improvement. The position owns global performance KPIs, establishes service governance frameworks, and drives transformation initiatives supporting the scalability and reliability of Cooper’s global software platforms.
Responsible for global leadership of software support operations across the Americas, EMEA, and APAC, covering mission-critical clinical, enterprise, and SaaS software products. Oversees Tier 1–3 technical support, major incident management, global escalation processes, and cross-functional alignment with Product, R&D, Cloud Operations, Quality, applications and Customer Success. Leads a globally distributed team, ensuring operational consistency, regulatory compliance, and delivery of high customer satisfaction across all time zones.
Essential Functions & Accountabilities:
· Develop and execute the global software support strategy aligned with corporate goals and product and service priorities.
· Lead 24/7/365 global Digital support operations across multiple regions, ensuring consistent service delivery and operational alignment.
· Oversee incident and problem management processes, ensuring high-quality root cause analysis, communication, and resolution.
· Provide executive leadership during major incidents and escalations, coordinating with CloudOps/DevOps and R&D.
· Build, mentor, and manage global and regional support leaders; create workforce plans and capability development frameworks.
· Standardize global support processes, documentation, knowledge management, and release readiness practices.
· Implement service automation, AI-assisted troubleshooting, and proactive monitoring to enhance support efficiency.
· Own global service performance KPIs including CSAT, SLA adherence, backlog health, MTTR, and product quality stability.
· Drive BI-enabled operational transparency and data-driven decision-making for continuous improvement.
· Collaborate with Sales, Customer Success, and Application Support in customer engagements and strategic account reviews.
· Ensure compliance with global standards including ISO 13485, MDR, ISO 27001, SOC 2, and internal QMS requirements.
· Manage global support budgets, vendor contracts, and operational cost efficiency measures.
· Perform additional related duties as assigned.
Qualifications
Knowledge, Skills and Abilities:
· Deep expertise in enterprise software support, SaaS operations, or healthcare IT systems.
· Advanced leadership and strategic management capability across multi-region support environments.
· Strong knowledge of incident management, cloud operations, cybersecurity frameworks, and service governance.
· Proficiency with CRM/ticketing systems (., D365,Salesforce, ServiceNow), monitoring tools, BI platforms, and DevOps workflows.
· Ability to lead cross-functional alignment with R&D, Product, Quality, Operations, and Customer Success teams.
· Excellent communication, stakeholder management, and cross-cultural leadership skills.
· Fluent in English; additional languages an advantage.
Work Environment:
· Prolonged sitting at a computer workstation. app
· Occasional lifting of equipment up to 20–35 kg.
· Ability to work across global time zones and support critical events.
· Exposure to clinical and laboratory environments during site visits.
Experience:
· Minimum 10 years in software support, technical operations, or service management.
· Minimum 5 years leading global or multi-region support teams.
· Experience with SaaS, cloud operations, and major incident management.
· Experience in regulated or healthcare environments strongly preferred.
Education:
· Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.
· Master’s degree preferred.
· ITIL, cloud, or service management certifications are an advantage.
Travel:
· Approximately upto 30–40% global travel for customer engagement, operational governance, site visits, and leadership meetings.