Key Responsibilities:

Production Stability & Operational Oversight:

- Ensure 24x7 stability of over 300 business-critical applications with zero tolerance for production outages in customer-facing platforms.
- Define and drive Incident, Problem, and Change Management processes for timely resolution, root cause analysis, and prevention of recurring issues.
- Implement monitoring, automation, and self-healing tools to improve observability and reduce manual interventions.

Business & Stakeholder Engagement:

- Act as the primary point of contact for business heads and senior leaders on production-related concerns.
- Provide real-time communication during high-impact incidents, ensuring timely updates and structured post-mortems.
- Engage regularly with business units to prioritize production enhancements and align IT operations with business goals.

Service Management & SLA Adherence:

- Govern and track performance against SLAs and KPIs for support functions, ensuring service quality, availability, and user satisfaction.
- Lead service reviews highlighting performance trends, improvements, and escalations to leadership.

Vendor & Partner Management:

- Manage strategic partnerships with IT vendors supporting the application stack.
- Lead vendor onboarding, contract negotiations, performance reviews, and drive value through operational levers.

People Leadership & Team Building:





- Lead a technology operations team of 70+ FTEs and 300+ partner staff across L1, L2, and L3 support.
- Drive resource strategy, training, succession planning, and talent development.
- Foster a culture of ownership, agility, and continuous improvement.

Governance, Risk & Compliance:

- Ensure production activities comply with regulatory, audit, and security policies.
- Partner with risk and cybersecurity teams for access controls, vulnerability remediation, and incident response.
- Lead BCP/DR drills, production readiness, and crisis simulations.

Strategic Initiatives & Transformation:

- Collaborate with engineering, DevOps, and platform teams to transition to modern cloud-native operational models.
- Lead automation of production workflows and observability enhancements.
- Support enterprise transformation programs (core banking upgrades, digital launches, mergers) from production readiness perspective.

Budgeting & Purchase Order Tracking:

- Oversee budgeting and purchase order tracking to ensure effective financial resource allocation.
- Present proposals and reports to IT Tech Spend Committee for transparent decision-making on tech investments.

Skills: Incident Management, Problem Management, Monitoring Tools, Automation, Change Management

Experience: 18.00-25.00 Years

📌 Head Application Management Group (Mumbai)
🏢 CAPTALENT HR
📍 Mumbai