Job Title

App Dev Associate Director – (Technical Service Engineering – Prod Support)

Location

Hyderabad, India (Offshore)

24×7 Support Model

Role Summary The Production Support Associate Directo is responsible for providing unified leadership and operational governance across Tier 1 and Tier 2 applications, ensuring stability, resilience, and continuous improvement across a highly interdependent digital ecosystem.

As the accountable leader, this role drives standardization, ownership, and faster decision‑making , coordinates Hyderabad‑based FTEs and contractors, leads high‑severity incident management, and advances AI‑ and automation‑led L2 operations to reduce manual effort and improve operational efficiency at scale.

Key Responsibilities

Operational Leadership & Governance

- Define and execute the offshore production support strategy and target operating model across all UDDS digital platforms, aligned with enterprise technology and business priorities.
- Own the governance framework, decision rights, service standards, risk controls, and executive review cadence for the production support portfolio.
- Set portfolio-level objectives and performance measures for availability, resilience, customer experience, regulatory compliance, and SLA attainment .
- Lead cross-platform prioritization and investment decisions, balancing operational risk, business impact, capacity, and modernization needs.
- Represent offshore production support in senior leadership forums and provide transparent accountability for service health, material risks, and transformation outcomes.

Incident & Problem Management

- Provide executive oversight and decision authority for L1.5/2/3 incidents, ensuring timely business impact assessment, escalation, communications, and recovery.
- Establish an integrated major incident, problem, and crisis management framework across application, infrastructure, security, vendor, and business teams.
- Hold platform and support leaders accountable for high-quality RCA, permanent corrective actions, control effectiveness,



and closure of systemic issues.
- Sponsor portfolio-level reliability reviews to identify concentration risks, recurring failure patterns, and strategic remediation priorities.
- Ensure operational risks and critical dependencies are visible to senior leaders with clear ownership, mitigation plans, and decision timelines.

Team & Delivery Management

- Build and lead a multi-platform production support organization comprising Hyderabad-based FTEs, contractors, and strategic partners under a unified operating model.
- Define the organizational structure, leadership roles, workforce strategy, and sourcing mix required to deliver resilient 24×7 support at scale.
- Develop a strong leadership bench through succession planning, coaching, capability frameworks, and targeted development of critical technical and operational skills.
- Set clear outcome-based accountabilities for leaders and teams, reinforcing a culture of ownership, collaboration, inclusion, and continuous improvement.
- Own workforce capacity, financial stewardship, vendor performance, and support readiness for business-critical Tier 1 and Tier 2 applications.

AI, Automation & Continuous Improvement

- Set the AI, automation, observability, and operational modernization strategy for L2 production support, with a multi-year roadmap and measurable value targets.
- Sponsor and scale priority use cases such as intelligent triage, event correlation, predictive detection, automated remediation, and self-healing capabilities.
- Partner with engineering, SRE, architecture, data, cybersecurity, and platform leaders to embed reliability-by-design and operational readiness into the delivery lifecycle.




- Establish value-realization measures covering incident prevention, MTTR, automation adoption, productivity, service quality, and cost efficiency.
- Govern responsible AI adoption, controls, risk management, and sustainable operating practices across the support organization.

Stakeholder & Cross‑Functional Collaboration

- Serve as the senior offshore partner and escalation point for onshore technology and business leaders, product teams, SRE, infrastructure, cybersecurity, and strategic vendors.
- Translate business priorities and customer impact into portfolio strategy, operational commitments, investment proposals, and transformation roadmaps.
- Lead executive service reviews with clear insights on performance, risk, capacity, financials, transformation progress, and decisions required.
- Influence cross-functional leaders to resolve systemic dependencies, align priorities, and accelerate outcomes across business-critical digital journeys.
- Own strategic vendor and partner governance, including commercial performance, service quality, accountability, and continuous value improvement.

Required Qualifications

- 18+ years of experience in Application Production Support / IT Operations , with at least 10 years in a leadership role.
- Robust experience supporting large‑scale digital platforms (web, mobile, APIs) in a 24×7 model.
- Proven expertise in Major Incident Management , cross‑tower escalation, and stakeholder communications.
- Experience managing offshore teams , including FTEs and contractors, at scale.
- Hands‑on understanding of ITIL, SRE, and operational excellence practices .

Preferred Qualifications

- Experience supporting healthcare or regulated digital platforms .
- Exposure to AI‑driven operations, automation, and L2/L3 efficiency initiatives .
- Familiarity with observability and support tools (e.g., ServiceNow, monitoring and APM platforms).
- Strong executive communication and leadership presence during high‑pressure situations.

📌 Application Development Associate Director (Production Support) (Hyderabad)
🏢 Evernorth Health Services
📍 Hyderabad