Associate Director - Global Technology Services Production Support

Associate Director-GTS Run

 Roles & responsibilities 
Own and manage 24x7x365 production support operations (including weekends and holidays) for Audit applications, ensuring high availability, stability, performance, and business continuity.
Lead and oversee global Support and Operations teams (offshore/Tech partners) supporting critical platforms, ensuring clear accountability, ownership, and delivery excellence.
Drive end-to-end service reliability, ensuring adherence to SLAs, OLAs, and KPIs, and continuously improving MTTR, MTBF, and overall service health metrics.
Establish, standardize, and continuously optimize support processes, runbooks, and operating procedures, enforcing strict adherence by offshore and distributed teams.
Act as the primary technical escalation point and subject matter expert for infrastructure, platform, and production issues, providing hands-on troubleshooting and strategic guidance.
Lead major incident management (P1/P2) including command center coordination, stakeholder communication, rapid resolution, and blameless postmortems with actionable RCA outcomes.
Partner closely with Application Support, Business Support, Engineering, Platform Ops, Deployment, and Security teams to align operational priorities with business-critical objectives.
Ensure production environments comply with enterprise security, governance, and regulatory standards, including audit readiness, access controls, vulnerability management, and policy enforcement.
Oversee and validate post-release and deployment activities (weekly/monthly releases) to ensure stability, rollback readiness, and zero-impact production transitions.
Coordinate with infrastructure and platform teams to ensure system health, patching, vulnerability remediation, and lifecycle management, including EOL/EOS transitions.
Leverage deep expertise in Microsoft Azure to support and optimize cloud-hosted production environments including compute, networking, storage, and platform services.
Utilize Azure DevOps for release management, CI/CD pipelines, change tracking, and operational visibility, ensuring controlled and auditable deployments.
Implement and enhance monitoring and observability using Azure Monitor, Application Insights, Log Analytics, and KQL, enabling proactive detection and rapid issue resolution.
Drive proactive monitoring and predictive alerting, minimizing incidents through trend analysis, anomaly detection, and capacity planning.
Perform advanced SQL analysis for troubleshooting, data validation, performance tuning, and operational investigations.
Manage and support data platforms including Data Lake, Azure Storage, and integrated analytics environments, ensuring data availability, integrity, and performance.
Enforce secure secrets and configuration management using Azure Key Vault, RBAC, and managed identities aligned with zero-trust principles.
Collaborate with global teams to maintain strong cross-functional relationships, ensuring seamless execution across engineering, platform, and business domains.
Provide regular executive-level reporting, dashboards, and operational insights, aligned with strategic goals defined by Audit leadership.
Drive automation across support workflows, including incident handling, health checks, deployments, and remediation to reduce manual effort and operational risk.
Continuously identify and implement process improvements, standardization, and operational excellence initiatives to mature the support model.
Lead capacity planning and performance optimization efforts, ensuring systems scale efficiently to meet business demand.
Support and coordinate disaster recovery planning, testing (ITDR), and failover readiness, ensuring RTO/RPO compliance.
Foster team growth through mentoring, coaching, performance management, and capability development, building a high-performing support organization.
Act as a bridge between operations and engineering, driving shift-left practices, reducing production defects, and improving overall software quality.
Participate in enterprise forums, audits, governance reviews, and external conferences, staying aligned with best practices and emerging trends in support and operations.
Champion a culture of ownership, accountability, continuous improvement, and operational excellence across globally distributed teams.

 Roles & responsibilities 
Own and manage 24x7x365 production support operations (including weekends and holidays) for Audit applications, ensuring high availability, stability, performance, and business continuity.
Lead and oversee global Support and Operations teams (offshore/Tech partners) supporting critical platforms, ensuring clear accountability, ownership, and delivery excellence.
Drive end-to-end service reliability, ensuring adherence to SLAs, OLAs, and KPIs, and continuously improving MTTR, MTBF, and overall service health metrics.
Establish, standardize, and continuously optimize support processes, runbooks, and operating procedures, enforcing strict adherence by offshore and distributed teams.
Act as the primary technical escalation point and subject matter expert for infrastructure, platform, and production issues, providing hands-on troubleshooting and strategic guidance.
Lead major incident management (P1/P2) including command center coordination, stakeholder communication, rapid resolution, and blameless postmortems with actionable RCA outcomes.
Partner closely with Application Support, Business Support, Engineering, Platform Ops, Deployment, and Security teams to align operational priorities with business-critical objectives.
Ensure production environments comply with enterprise security, governance, and regulatory standards, including audit readiness, access controls, vulnerability management, and policy enforcement.
Oversee and validate post-release and deployment activities (weekly/monthly releases) to ensure stability, rollback readiness, and zero-impact production transitions.
Coordinate with infrastructure and platform teams to ensure system health, patching, vulnerability remediation, and lifecycle management, including EOL/EOS transitions.
Leverage deep expertise in Microsoft Azure to support and optimize cloud-hosted production environments including compute, networking, storage, and platform services.
Utilize Azure DevOps for release management, CI/CD pipelines, change tracking, and operational visibility, ensuring controlled and auditable deployments.
Implement and enhance monitoring and observability using Azure Monitor, Application Insights, Log Analytics, and KQL, enabling proactive detection and rapid issue resolution.
Drive proactive monitoring and predictive alerting, minimizing incidents through trend analysis, anomaly detection, and capacity planning.
Perform advanced SQL analysis for troubleshooting, data validation, performance tuning, and operational investigations.
Manage and support data platforms including Data Lake, Azure Storage, and integrated analytics environments, ensuring data availability, integrity, and performance.
Enforce secure secrets and configuration management using Azure Key Vault, RBAC, and managed identities aligned with zero-trust principles.
Collaborate with global teams to maintain strong cross-functional relationships, ensuring seamless execution across engineering, platform, and business domains.
Provide regular executive-level reporting, dashboards, and operational insights, aligned with strategic goals defined by Audit leadership.
Drive automation across support workflows, including incident handling, health checks, deployments, and remediation to reduce manual effort and operational risk.
Continuously identify and implement process improvements, standardization, and operational excellence initiatives to mature the support model.
Lead capacity planning and performance optimization efforts, ensuring systems scale efficiently to meet business demand.
Support and coordinate disaster recovery planning, testing (ITDR), and failover readiness, ensuring RTO/RPO compliance.
Foster team growth through mentoring, coaching, performance management, and capability development, building a high-performing support organization.
Act as a bridge between operations and engineering, driving shift-left practices, reducing production defects, and improving overall software quality.
Participate in enterprise forums, audits, governance reviews, and external conferences, staying aligned with best practices and emerging trends in support and operations.
Champion a culture of ownership, accountability, continuous improvement, and operational excellence across globally distributed teams.

 This role is for you if you have  the below
Educational qualifications

Bachelor's degree in Computer Science

Work experience
10+ Years of Experience

 

Experience Level

Mid Level