Job Responsibilities:

Technology and Data Operations Leadership:

- Lead GCC-based teams supporting Service Desk, End-User Support, Infrastructure Operations, Data Engineering, and Data Management.
- Ensure reliable, secure, and scalable delivery of technology and data services that support global business operations and enterprise analytics.
- Implementoperational standards, governance processes, and performance expectations aligned with enterpriseobjectives.
- Partner with U.S.-based technology and data leaders to continuously improve service quality, operational efficiency, and organizational effectiveness.
- Ensure compliance with enterprise cybersecurity, data governance, risk management, and regulatory requirements.

ITService Desk and Infrastructure Operations:

- Establish and lead a high-performing Tier 1 Service Desk operation as a foundational GCC capability.
- Implement knowledge management processes that improve troubleshooting effectiveness and reduce ticket resolution times.
- Partner with U.S. IT leadership to improve service levels, user satisfaction, first-contact resolution rates, and operational performance.
- Apply special focus onaccurateissuecategorizationandproper escalation management.
- Ensure infrastructure and end-user technology servicesmaintainhigh levelsof availability,reliability, and support quality.
- Develop skills and knowledgebaseofTier 1 Service Desk team members tofacilitatethe addition ofaTier 2 TechnicalSupport team within the GCC.

Data Engineering and Data Management:

- Establish and lead high-performing Data Engineering and Data Management teams as core GCC capabilities.
- Partner withU.S.-based Data Management and Engineeringleaders to execute strategies that deliver trusted data, scalable analytics platforms, and data-driven decision making.
- Support the development, operation, and optimization of enterprise data platforms, data pipelines, integration processes, and cloud-based data solutions.
- Drive data quality, governance, master data management, metadata management, and data lifecycle practices across supported environments.
- Implement best practices for data architecture, data modeling, platform performance, monitoring, and automation.
- Enable operational, financial, and analytical reporting through reliable, scalable, and secure data solutions.
- Continuously improve data platform reliability, engineering efficiency, and service delivery through automation and process optimization.

GCC Build-Out and Capability Development:

- Launch and scale the GCCtechnology and datafunctions through effectiveworkforce planning, recruiting,onboarding, and organizational development.
- Establish career development pathways that support employee growth, retention, and internal mobility.




- Foster a culture focused on learning, accountability, innovation, collaboration, and continuousimprovement
- Establish scalable operating models that support future expansion across IT, infrastructure, applications, cybersecurity, and data functions.
- Develop leadership pipelines and technical capabilities that support long-term organizational growth.

Strategic PartnershipandContinuous Improvement:

- Serve as a strategic extension of the global technology leadership team, ensuring GCC priorities support enterprise business, technology, and dataobjectives.
- Collaborate closely withIT Operations,Service Desk, Infrastructure, Cybersecurity, Applications, andData Managementleaders to ensureglobaloperational alignment.
- Identifyopportunities for automation, process improvement, and operational optimization across technology and data functions.
- Utilize metrics, analytics, and operational insights to drive performance, accountability, and continuous improvement.
- Supporttechnology and data transformation initiatives whilemaintainingoperational stability and service excellence.

Cybersecurity,Data Protection,and Compliance:

- Ensure GCC IT operations adhere to enterprise cybersecurity policies, controls, and standards.
- Partner closely with cybersecurity leadership to support security monitoring, incident response, vulnerability management, and compliance initiatives.
- Promote strong security awareness and risk management practices across all GCC technology teams.
- Support enterprise efforts to continuously strengthen technology risk management and security posture.
- Ensure compliance with internal controls, audit requirements, data protectionand retentionstandards, andregulatory obligations.
- Enforce data governance standards, metadata management practices, master data strategies, and data lifecycle management processes.
- Executeeffective data controls, access management, and stewardship processes.

Performance Management and Analytics:

- Develop andmaintainreporting frameworks that provide visibility into service delivery performance and operational effectiveness.
- Monitor and manage key performance indicators (KPIs), including:
- Service Level Agreement (SLA) attainment
- Ticket resolution times
- First-contact resolution rates
- Service Desk productivity
- Customer satisfaction scores
- Incident and problem management metrics




- Infrastructure availability and reliability
- Employee engagement and retention
- Lead regular operational reviews with GCC and U.S. stakeholders to assess performance,identifyrisks, and prioritize improvements.
- Utilize data and analytics to drive decision-making, workforce planning, and operational accountability.

Preferred Skills Required:

- 1215 years of progressive experience in IT operations, infrastructure, enterprise technology support, or related technology functions. 5+ years of leadership experience managing and developing India-based technology teams.
- Proven experience supporting global IT organizations and multinational business environments.
- Demonstrated ability to build, scale, and transform technology teams, operational capabilities, and service delivery models.
- Strong experience leading Service Desk, End-User Support, Infrastructure Operations, Enterprise Technology Operations, Data Management, and/or Data Engineering functions.
- Solid knowledge of IT Service Management (ITSM), ITIL practices, incident management, service delivery, and operational governance.
- Working knowledge of enterprise infrastructure technologies, including servers, networks, cloud platforms, endpoint technologies, and IT support tools.
- Working knowledge of modern cloud-based data ecosystems, including AWS, Microsoft Azure, and Google Cloud Platform (GCP), as well as data warehousing and pipeline orchestration tools.
- Proficiency across the data lifecycle, including data ingestion, transformation (ETL/ELT), storage, analytics, and archiving.
- Proven ability to influence stakeholders and collaborate effectively across complex, matrixed organizations.
- Strong analytical, operational, and problem-solving skills, with the ability to drive service quality, efficiency, and continuous improvement.
- Excellent verbal and written communication skills, with the ability to engage effectively with technical teams, business stakeholders, and senior leadership.
- Experience operating within a Global Capability Center (GCC), shared services organization, or global operations environment.
- Experience supporting healthcare, dental, retail healthcare, or other multi-site service organizations.
- Demonstrated experience implementing automation, process optimization, and digital transformation initiatives to improve operational efficiency and service delivery.
- Experience building and scaling technology organizations during periods of rapid growth, transformation, or organizational change.
- Deep expertise in one or more technology domains, including Service Desk Operations, Infrastructure Services, Cloud Operations, Cybersecurity, Enterprise Technology Support, Data Engineering, or Data Management.

📌 Director - IT (Bengaluru)
🏢 Smile Brands India
📍 Bengaluru