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:
Collab

📌 Head Application Management Group Mumbai
🏢 CAPTALENT HR
📍 Mumbai