Associate Director/Director - India Operations - IT

Associate Director / Director India Operations

Location: Gurugram

Job Type: Full-Time

Department: Operations

Reports To: Senior Director, India Operations

Shift Timings: 9:30 PM 6:30 AM IST (or as required)

We are seeking a dynamic and strategic Associate Director/Director India Operations to lead and optimize the critical intersection of IT, Administration, and Operations within our India division. This pivotal role will be instrumental in ensuring seamless coordination and synergy across these vital functions. The successful candidate will be responsible for spearheading Incident & Crisis Management, fostering effective Global Team Collaboration, and driving continuous Operational Excellence. As a key leader, you will act as a strategic bridge between various business units, ensuring alignment with global objectives and driving significant operational efficiency.

Key Responsibilities:

- Develop, implement, and oversee comprehensive crisis management protocols to effectively address a wide range of operational disruptions, including IT system outages, cybersecurity threats, and other emergency situations.

- Serve as the primary escalation point for critical operational, security, and IT-related incidents, ensuring swift and effective resolution through coordinated efforts and clear communication.

- Establish proactive preventive strategies, conduct regular and thorough risk assessments, and lead comprehensive post-incident analysis to identify root causes and implement improvements to enhance preparedness and prevent future occurrences.

- Collaborate closely with IT, Administration, and Operations teams to develop and maintain robust business continuity and disaster recovery plans, ensuring minimal impact on operations during unforeseen events.

- Lead and facilitate crisis response teams during incidents, providing clear direction and ensuring adherence to established protocols.

- Maintain up-to-date knowledge of potential threats and vulnerabilities, and proactively update crisis management plans accordingly.

- Foster strong and collaborative working relationships with global counterparts across IT, Administration, and Operations functions.

- Establish clear communication channels and protocols to ensure effective information sharing and alignment on global initiatives and operational standards.

- Facilitate cross-functional collaboration to address global challenges and implement best practices within the India operations.

- Participate in global meetings and initiatives, representing the India operations and contributing to strategic decision-making.

- Work effectively across different time zones and cultural contexts to achieve shared objectives.

- Drive continuous improvement initiatives across IT, Administration, and Operations to enhance efficiency, productivity, and quality of service.

- Identify and implement process improvements, automation opportunities, and technology solutions to optimize operational workflows.

- Develop and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.

- Ensure adherence to global operational standards and best practices within the India operations.

- Lead and support projects aimed at enhancing operational effectiveness and achieving strategic goals.

- Foster a culture of continuous learning and improvement within the operations teams.

- Serve as a strategic leader, contributing to the overall direction and success of the India operations.

- Act as a key point of contact and a strategic bridge between IT, Administration, and Operations, ensuring alignment of priorities and initiatives.

- Understand and translate global strategic objectives into actionable plans for the India operations.

- Provide regular updates and reports to the Senior Director, India Operations, on key operational matters.

- Contribute to the development and execution of the overall India operations strategy.

- Build, lead, and mentor high-performing teams within the IT, Administration, or Operations functions, as required by the specific scope of the role.

- Set clear performance expectations, provide regular feedback, and support the professional development of team members.

- Foster a positive and collaborative team environment.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, Business Administration, Operations Management, or a related field. Master's degree preferred.

- 10+ years of progressive experience in IT operations, administration, or general operations management, with increasing levels of responsibility.

- Proven experience in leading and managing incident and crisis management processes in a complex operational environment.

- Strong understanding of IT infrastructure, cybersecurity principles, and business continuity planning.

- Demonstrated ability to collaborate effectively with global teams and stakeholders across different functions.

- Proven track record of driving operational excellence and implementing process improvements.

- Excellent analytical, problem-solving, and decision-making skills.

- Strong communication, presentation, and interpersonal skills.

- Ability to work effectively under pressure and in fast-paced environments.

- Experience working in a global organization and navigating cultural differences.

- Familiarity with relevant industry standards and best practices.

Preferred Skills:

- Certifications in ITIL, PMP, or relevant crisis management methodologies.

- Experience with specific IT service management tools and platforms.

- Knowledge of data analytics and reporting tools for operational performance monitoring