Senior Director - Production Support - BFSI/BPO/Telecom/Online

Role : Senior Director - Production Support

Location : Bangalore

Client : Top MNC.

Lead key production support and monitoring teams within Digital Marketing Account teams and implement compelling and holistic Digital solutions in support of overall business growth and revenue targets. Will be the owner for the production support and related operations for a medium to large size book of business (several accounts) or large account within the Digital Delivery group. Senior point of escalation for production support for Digital Accounts that are executed globally.

Engage with Client Delivery and Markets teams to identify market trends, best practices, and new solutions that should be considered and/or applied. Establish and cultivate a culture of test and learn, continually identifying new ideas with an eye on improving the customer experience and business success metrics.

Duties and responsibilities

- Manage Production support operations across multiple Client accounts

- Monitor operations and deliver high quality, timely production support for delivery teams globally.

- Accountable to drive large technology projects for multiple Client accounts to successful completion and manage resource utilization.

- Implement global best practices including ITIL, COBIT, etc.

- Responsible for improving productivity and SLA by process Improvement, Knowledge management and Automation.

- Strong Stakeholder management through Reporting and Governance

- Collaborate effectively with the US account teams to identify the right fitment for key roles

- Provide oversight and monitor overall account - health- for book of business from a production support delivery and quality standpoint

- Troubleshoot project issues with Account Management and engage appropriate resources as needed

- Proactively work to improve delivery quality, repeatability and on-time delivery of key projects as part of both project work and/or strategic company initiatives

- Enhance India office credibility

- Provide leadership, mentoring and training to the team

Minimum qualifications

- 4-year Marketing, Computer Science, or similar degree or comparable experience

- 15+ years professional experience in IT services, of which the last 5 years should be leadership roles in setting up and creating high performance production support teams.

- Expertise in Software Configuration Management, Change and Release Management, Incident and Problem Management, Risk Management and Vendor management to ensure quality deliverables for end users, business units and technology teams.

- Mastery of global best practices in production support services including ITIL, COBIT, etc-

- Ability to balance the intersecting priorities of Delivery Model streamlining, Revenue goals and establishing of foundational India skill-base/operations

- Have strong problem solving and negotiation skills in a client-facing environment

- Up to date knowledge of Digital Solution Landscape with experience in Marketing Technology software (Loyalty/CRM etc) and Digital Content Management products.

- Experience in Delivery Leadership on Digital Transformation engagements

- Be proficient in the development cycle - SDLC - waterfall and Agile methodologies

- Proven success influencing and working with people effectively across Horizontal (ex: Practices, CoEs) and Vertical (ex: industry) company groups

- Strong Presentation and Communication skills

- Matured understanding of the services industry and role of India delivery staff in driving P&L improvements

- Ability to influence and/or implement tools (Jira, Relay, etc.) and processes for efficient delivery of engagements out of India

- Strong experience in engagements that span tracks of work including User Experience, Technology, Project Management, Business Analysis, Infrastructure and QA

- Ability to interpret stable and emerging trends to guide areas to deepen the company's competencies.

- Strong leadership and people management skills

- Ability to work effectively under significant deadline pressure.