Job Type: Permanent - Full Time

Location: Mumbai

Job Category: IT

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support.

Zurich

Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence.

Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Our Technology Team

Technology isn't a back-office function for us. When a customer falls ill overseas or needs help in an emergency, our platforms and contact centers are how we reach them – at any hour, in any time zone. Our global technology team keeps those foundations reliable, secure and ready for what's next, so our people can focus on looking after travelers. This role sits at the center of that, reporting directly to our Group Chief Information Officer.

What You’ll Be Doing In this role you will bring together global infrastructure, cloud, enterprise platforms and IT service operations into one accountable function – keeping our critical services secure while modernising the technology underneath them.

- Own the strategy and roadmap for infrastructure, cloud and enterprise platforms, including cloud-native migration, platform consolidation and retiring legacy technology.
- Take end-to-end accountability for our data centres, networks, storage, compute, identity and collaboration technology, maintaining better than 99.9% uptime for critical services.
- Lead global IT service operations, including our service desk, L1–L3 support and monitoring,



across multiple regions and time zones.
- Own our ITIL-based service management practices – incident, major incident, problem, change, request and knowledge – and provide senior leadership to our Change Advisory Board.
- Govern change into production so our services stay stable, continuously strengthening how we assess and control change risk.
- Strengthen operational resilience through tested disaster recovery and business continuity, working closely with Information Security, Risk and Compliance.
- Own the budget for infrastructure, platforms and operations, and manage our strategic vendor relationships and build-versus-buy decisions.
- Lead a team of around 40 to 50 people with approximately six direct reports, spanning operations, incident and change management, infrastructure support, telephony and unified communications, workplace technology and databases.
- Sponsor automation, AIOps and self-service so our operations get faster, simpler and more efficient every year.

What skills and experience you’ll bring on this journey: You will bring deep operational credibility, the governance discipline to keep critical services stable, and the drive to modernise them – along with the influence to make that happen across regions.

- Over 10 years of senior leadership experience in IT infrastructure, cloud and operations, ideally in global or multi-country environments within insurance, financial services or another regulated industry.
- A proven track record of improving system stability – reducing incidents, lifting availability and sustaining those gains, with the numbers to show it.
- Deep expertise in ITIL-based service management, with genuine strength in change and incident management, and experience leading a Change Advisory Board.
- Experience leading a service desk and L1–L3 support for mission-critical services running 24 hours a day.
- Strong hands-on leadership experience across Azure and/or AWS, and hybrid environments.




- Experience overseeing telephony and unified communications, and leading a database team.
- Demonstrated transformation credentials – you have improved a demanding environment, not only maintained a comfortable one.
- Experience leading managers and geographically dispersed teams, including outsourced service providers.
- Strong commercial capability, including budget ownership, vendor negotiation and delivering measurable savings.
- Experience gained within, or working closely alongside, service providers and client-facing delivery models.
- A Bachelor's degree in IT, Computer Science, Engineering or a related discipline – or equivalent professional experience.
- High proficiency in English, with the ability to explain complex technical matters simply and influence senior stakeholders across diverse environments.

Why you’ll love working with us! We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking. We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We Also Offer Some Fantastic Benefits Including

- Mediclaim insurance cover in case of any health emergency
- Coverage under group personal accident insurance
- Flexible and compressed work weeks and hybrid working options.
- Generous range of paid leave – 21 annual leave days, 6 sick leave days, 12 public holidays
- An extra day off for you to take on your birthday or your annual work anniversary.

Appy today and let’s go to great places together!

📌 Head of IT Infrastructure & Operations, Mumbai
🏢 Zurich Cover-More
📍 Mumbai