Associate Director-App/Infra services

Role & responsibilities

The Associate Director will lead enterprise Application/Infra Services. The role is responsible for delivering high-quality user support, operational excellence, endpoint management, customer satisfaction, automation initiatives, transformation while ensuring SLA compliance and business continuity.

The role oversees delivery of reliable, secure, and cost-effective App/Infra support services.

This leadership role drives operational excellence, SLA compliance, automation, user satisfaction, and continuous improvement while managing large support teams, vendors, and customer stakeholders in a 24x7 enterprise environment.

Service Delivery Leadership

* Lead operations across global locations with the guidance of Onsite Director.
* Ensure stable and high-performing support services for customers.
* Govern P&L of the account.

Operational Governance

* Own service delivery KPIs, SLAs, XLAs, and operational metrics.
* Conduct governance reviews with customer leadership and internal stakeholders.
* Manage incident, problem, change, and escalation processes aligned to ITIL practices.
* Ensure effective shift operations and 24x7 support governance where applicable.
* Drive major incident management and executive communications during outages.

Customer & Stakeholder Management

* Build strong relationships with business leaders and customer stakeholders.
* Act as escalation point for critical user-impacting issues.
* Present operational dashboards, service improvements, and transformation initiatives.
* Drive customer satisfaction and continuous service improvement programs.

People Leadership

* Lead large geographically distributed App/Infra support teams.
* Manage team structure, staffing, succession planning, and capability development.
* Mentor managers, leads, and technical specialists.
* Foster a high-performance, customer-centric culture.

Financial & Vendor Management

* Govern third-party vendors, OEMs, and support partners.
* Drive productivity improvements and operational efficiency.

Transformation & Continuous Improvement

* Drive automation initiatives including self-service and AI-enabled support.
* Improve first-call resolution, MTTR, and user experience metrics.
* Lead workplace modernization and digital transformation programs.
* Introduce proactive monitoring and predictive support models.

Security & Compliance

* Ensure adherence to enterprise security, compliance, and audit requirements.
* Support endpoint security governance and vulnerability remediation.
* Ensure compliance with corporate IT policies and regulatory standards.

Preferred candidate profile

Strong knowledge of enterprise Application environments.
* Experience with:

* Application Support

* ITSM platforms such as ServiceNow
* Understanding of enterprise networking and infrastructure dependencies.