Dir. IT Service Operations

4 weeks ago

Bengaluru, India UKG Full time

About the Role
We are looking for a seasoned leader to head our Business Application & Infra structure Support function.

In this role,
Own the stability and performance of our enterprise applications, including D365 Oracle, Salesforce (SFDC), integration middleware, and Data Warehousing platforms. You will lead a global team, partner with business leaders, and ensure smooth operations of critical processes such as Order-to-Cash, Financials, Procurement, and Customer Experience.
Define and drive the infrastructure operations strategy aligned with business goals and product delivery timelines. Balance cost, performance, scalability, and security between Networks, on-premises data centers and cloud (IaaS/PaaS/SaaS). Contribute to technology roadmaps, ensuring infra choices support product scalability, uptime SLAs, and customer experience.
Partner with Service engineering and business leadership on capacity planning and disaster recovery.

Responsibilities
Lead global application support for Enterprise Applications (D365, Salesforce, SaaS/Cloud applications and integrated systems.
Own end-to-end availability, performance, and resilience of IT infrastructure services across Network, Devisces, datacenters, cloud platforms, and hybrid integrations
Cloud & On premise infrastructure oversight
o On-Premises:
Manage servers, storage, networking, virtualization, backup, and disaster recovery.
Oversee data center operations, vendor contracts, and hardware lifecycle management.
o Cloud (AWS, Azure, GCP, SaaS):
Govern cloud usage, cost optimization, and right-sizing resources.
Ensure best practices in multi-cloud/hybrid deployment (security, scaling, DR)
Manage connectivity between on-prem and cloud (VPNs, ExpressRoute, DirectConnect).
o Security & Compliance
Partner with the CISO/security team to implement infrastructure security policies (firewalls, IAM, patching, zero trust).
Oversee vulnerability management, audits, and certifications for infrastructure components.
Oversee 24x7 operations, monitoring, and incident management, ensuring MTTR/MTBF targets are met.
Define and enforce SLAs and KPIs for infra services, including uptime, latency, storage performance, and cost efficiency
Partner with business and IT leaders to support critical enterprise processes & infra structure
Build, Manage and mentor a global team, as well as external vendors.

Qualifications:
15+ years of IT applications & Infra experience, with 5+ years in leadership roles.
Strong background in ERP Systems (Finance, Order-to-Cash, P2P) and Salesforce (Sales, Service, CPQ).
Familiarity with middleware and Data Warehousing (e.g., Snowflake).
Expertise in ITIL service management and global support operations.
Experience in a software/SaaS product company is a plus.
Excellent communication, stakeholder engagement, and crisis management skills.

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