•Own day-to-day service desk operations across multiple shifts — leading hands-on where required through shift leadership, quality assurance, and end-to-end delivery accountability — ensuring consistent achievement of key service measures (first-contact resolution, customer satisfaction, average handle time, and resolution quality).
•Own operational readiness for new capabilities — tooling and access, infrastructure and workspace setup, workforce scheduling, and transition into steady-state operations against committed timelines.
•Design and run tiered support models that progressively shift resolution toward self-service and automation, with clear ownership boundaries between tiers and governance to sustain them over time.
•Strengthen incident and problem management across both service and application streams, moving teams from reactive firefighting toward structured, permanent resolution of repeat escalations.
•Establish an insight routine on top demand drivers — across contacts and application incidents alike — and convert it into targeted actions: customized training, prioritized automation and agentic use-cases, and self-service or self-healing deflection.
•Drive adoption of enabling technologies and act as an informed sponsor for AI-assisted tools, endpoint analytics, chat deflection, and agentic workflows — bridging IT implementation and operational uptake while governing deployment quality.
•Run the operating cadence, performance management, and success-measure reporting as a single point of accountability, ensuring clear stakeholder visibility and timely escalation.
•Manage stakeholders across senior leadership, peer function heads, and delivery teams — driving alignment and outcomes without relying on positional authority.
Basic Requirements
•12+ years of experience in IT operations — including hands-on delivery leadership of a front-line (L1) service desk / contact center and management of L2/L3 application production support.
•Hands-on or supervisory experience in technical support — incident triage, root cause analysis, and resolution across enterprise applications on on-premise and cloud infrastructure — with technical grounding in at least one scripting or programming language (Python, Java, PowerShell, or equivalent) and familiarity with APIs, integration patterns, and IT infrastructure fundamentals.
•Strong grounding in incident and problem management within an ITIL-aligned environment — able to move a team from reactive firefighting toward structured, permanent resolution over repeat escalations.
•Working understanding of SRE principles (SLOs/SLIs, observability, toil reduction) and how they apply to application stability and operational efficiency.
•Working knowledge of ITSM platforms such as ServiceNow — including ticket taxonomy, workflow design, reporting configuration, and connecting platform data to operational decisions.
•Demonstrated ownership of a support function through change — restructuring support tiers, introducing automation and self-service, and improving measurable service outcomes.
•Proven people leadership experience — building, scheduling, and developing shift-based teams, with the ability to lead hands-on in early phases before scaling.
•Ability to drive adoption of enabling technologies and act as an informed sponsor for AI-assisted tools, endpoint analytics, chat deflection, and agentic workflows — bridging IT implementation and operational uptake while governing deployment quality.
Additional Skills / Preferences
•ITIL certification; practical understanding of AI tools (Copilot, Claude, etc.) and applying them effectively in daily operations preferred.
•Experience running production support for business-critical applications, including environment monitoring, patch/release support, and driving stability improvements over time — preferred.
•Exposure to contact center platforms (e.g., Genesys, Kore.ai, Amzon connect, etc) and endpoint or digital-experience analytics, with an understanding of conversational-AI, virtual-agent, and AI chatbot tooling etc
•Experience running self-service, chat-deflection, and automation/agentic capabilities at scale, backed by observability that keeps them reliable and effective.
•Ability to operate in a fast-paced, evolving environment and to lead through ambiguity, with strong executive communication and cross-functional influence.
Additional Information
•Location: Hyderabad.
•The role supports a 24x7 operations environment and requires flexibility to work across shifts, including night/later shift windows, particularly during early operational phases and ramp-up.
•This is a hands-on leadership role in its early phase, transitioning toward a broader leadership and oversight remit as the function matures.
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