Job Description

Principal Business Solutions (Web & Mobile)

Location: Gurgaon, India

Function: Digital

Reporting To: Vertical Head - Digital Experience

Role Overview

We are looking for a highly experienced Principal- Digital Experience (Web & Mobile) to own and drive the operational excellence, stability, governance, and continuous improvement of customer-facing digital channels, including the Website and Mobile Applications.

The role will be responsible for ensuring seamless customer experiences across all digital touchpoints by driving release governance, production stability, observability, incident management, content governance, and experimentation delivery. The individual will act as the central leader coordinating across Product, Engineering, Architecture, QA, Infrastructure, Martech, Vendor, and Business teams to ensure best-in-class digital experience delivery.

This role demands strong technical depth, operational rigor, stakeholder management, and a proactive approach towards monitoring, issue prevention, and continuous service improvement.

Key Responsibilities





• Digital Channel Ownership
• Own end-to-end operational management of Website and Mobile App platforms.
• Ensure high availability, reliability, scalability, and performance of customer-facing digital channels.
• Drive operational excellence across pre-production and production environments.
• Establish governance processes to ensure consistent delivery quality and customer experience as part of Digital experience role.
• Release review and sign-off
• Lead reviews for Website and Mobile App deployments as per release process, includes pre-release validations, DX sign-off and post deployment checks.
• Establish quality gates to ensure defect-free and secure production releases.
• ITSM, Incident & Problem Management
• Own Incident, Problem, Change, and Service Request Management processes.
• Lead major incident management and war-room operations during high-priority customer-impacting issue

📌 Principal Business Solutions (Gurugram)
🏢 IndiGo (InterGlobe Aviation
📍 Gurugram