Director – Engineering Operations, IT4IT, IT Operating Model, IT Strategy
PwC
full-time
Posted on:
Location Type: Office
Location: Bangalore • India
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Job Level
About the role
- Lead the end-to-end service delivery of Application Support and Maintenance to ensure compliance with approved goals and objectives.
- Define and execute the vision, strategy, and operating model for full-stack support and maintenance.
- Ensure alignment to the enterprise service management processes for Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed.
- Drive Incident management, Service Request Fulfillment, Problem Management, root-cause analysis, and corrective actions; drive reduction in MTTR and incident frequency.
- Change & Release Management: Align maintenance activities with release schedules; assess risk, implement rollback plans, and communicate changes to stakeholders.
- Plan and orchestrate proactive maintenance windows, updates, security patches, and debt reduction without compromising availability.
- Define and monitor SLAs/SLOs; ensure effective queuing, triage, and escalation processes; lead on-call rotations.
- Ensure robust monitoring, alerting, and observability; oversee incident dashboards, runbooks, and escalation criteria.
- Enforce secure coding and deployment practices; oversee vulnerability management and compliance with applicable standards.
- Ensure adherence to regulatory and security requirements; implement ITIL-aligned processes where appropriate.
- Standardize support and maintenance processes; introduce AI, Automation, SRE, DevOps, Observability to reduce toil, drive efficiency and transform operations.
- Leverage data analytics to identify bottlenecks, optimize capacity, and improve service levels.
- Drive innovation and continuous service improvements that drive value to the firm, clients, and associates.
- Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automate and optimize performance and processes.
- Develop and manage budgets for support, maintenance, and platform tooling; optimize platform, tools and software spend.
- Annual budgetary and financial management, including forecasting and planning.
- Manage capacity planning to ensure sufficient, efficient, and effective resource and demand management to deliver the services with utmost quality.
- Lead practice development and business development for the application engineering support and maintenance practice to accelerate growth and expand capabilities.
- Build, mentor, and scale cross-functional teams (Full Stack Engineering Support and Maintenance Engineers, SRE/Platform, and Custom Applications support teams) across locations.
- People development and coaching, high performance leadership and motivation of team members
- Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.
Requirements
- Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field.
- 18+ years of relevant experience with following skillsets
- Experience managing large scale clients and engagement.
- Experience working in Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes.
- Experience managing large managed services support and maintenance engagements across Java, .NET, full stack applications and custom applications.
- Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.
- Experience in developing practice, large engagements, and driving significant value and results.
- Strong background in Java, .NET, full-stack engineering concepts, microservices architectures, APIs, databases (SQL/NoSQL), and cloud platforms (AWS/Azure/GCP).
- Proficiency with DevOps/SRE practices, CI/CD, containerization (Docker, Kubernetes), monitoring/observability tools, and service management tools.
- Experience with ITSM, ITIL, Kanban, Agile and waterfall delivery methodologies
- Should operate independently and partner effectively across disciplines and geographies.
- Experience collaborating with cross functional teams.
- Demonstrated ability to lead, mentor, and grow diverse, cross-functional teams, with exceptional communication and stakeholder management.
- Strong analytical and data-driven decision-making; conflict resolution and negotiation skills.
- Customer-centric mindset with the ability to balance service reliability, speed, and cost.
Benefits
- No benefits mentioned
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Java.NETfull-stack applicationsmicroservices architecturesAPIsdatabasesSQLNoSQLcloud platformsAWS
Soft Skills
leadershipmentoringcommunicationstakeholder managementanalytical skillsconflict resolutionnegotiation skillscustomer-centric mindsetcollaborationorganizational culture development