Role & responsibilities The Associate Director will lead enterprise Application/Infra Services. The role is responsible for delivering high-quality user support, operational excellence, endpoint management, customer satisfaction, automation initiatives, transformation while ensuring SLA compliance and business continuity.

The role oversees delivery of reliable, secure, and cost-effective App/Infra support services.

This leadership role drives operational excellence, SLA compliance, automation, user satisfaction, and continuous improvement while managing large support teams, vendors, and customer stakeholders in a 24x7 enterprise environment.

Service Delivery Leadership

Lead operations across global locations with the guidance of Onsite Director.

Ensure secure and high-performing support services for customers.

- Govern P&L; of the account.

Operational Governance

Own service delivery KPIs, SLAs, XLAs, and operational metrics.

Conduct governance reviews with customer leadership and internal stakeholders.

Manage incident, problem, change, and escalation processes aligned to ITIL practices.

Ensure effective shift operations and 24x7 support governance where applicable.

- Drive major incident management and executive communications during outages.

Customer & Stakeholder Management

Build strong relationships with business leaders and customer stakeholders.

Act as escalation point for critical user-impacting issues.





Present operational dashboards, service improvements, and transformation initiatives.

Drive customer satisfaction and continuous service improvement programs.

People Leadership

Lead large geographically distributed App/Infra support teams.

Manage team structure, staffing, succession planning, and capability development.

Mentor managers, leads, and technical specialists.

Foster a high-performance, customer-centric culture.

Financial & Vendor Management

Govern third-party vendors, OEMs, and support partners.

Drive productivity improvements and operational efficiency.

Transformation & Continuous Improvement

Drive automation initiatives including self-service and AI-enabled support.

Improve first-call resolution, MTTR, and user experience metrics.

Lead workplace modernization and digital transformation programs.

Introduce proactive monitoring and predictive support models.

Security & Compliance

Ensure adherence to enterprise security, compliance, and audit requirements.

Support endpoint security governance and vulnerability remediation.

- Ensure compliance with corporate IT policies and regulatory standards.

Preferred candidate profile

Strong knowledge of enterprise Application environments.

- Experience with:
- Application Support

ITSM platforms such as ServiceNow

Understanding of enterprise networking and infrastructure dependencies.

📌 Associate Director-App/Infra services (Chennai)
🏢 Prodapt Solutions
📍 Chennai