Job Description
We are seeking a highly experienced and strategic Head of Production Operations to lead and manage our global production operations. This role requires a deep understanding of IT service management (ITSM), ITIL frameworks, and extensive experience in managing large-scale operations, particularly in the banking or similar industries. The ideal candidate will have a proven track record of ensuring service uptime, managing customer relationships, and leading a team of skilled professionals.
Responsibilities
- Oversee the global production operations, ensuring the highest levels of service uptime and reliability.
- Manage day-to-day operations, including deployments, change management, and service upkeeping for various SaaS products.
- Lead and mentor a team of site delivery managers, SaaS reliability operations, and platform SREs.
- Develop and implement ITSM processes and frameworks to ensure efficient and effective operations.
- Liaise with customers to manage site-specific initiatives and ensure customer satisfaction.
- Ensure compliance with security and regulatory requirements, and effectively communicate with auditors.
- Drive continuous improvement and automation within the operations team.
- Collaborate with senior leadership to align operational strategies with business goals.
Skills
- Experience with Kubernetes, Prometheus, and other cloud-native technologies.
- Strong programming skills and understanding of automation tools.
- Ability to make strategic decisions and drive major changes in the operational setup.
Experience & Qualifications
- 15+ years of experience in IT operations management, with a focus on IT service management and ITIL frameworks.
- Proven experience in managing large-scale operations in the banking or similar industries.
- Strong understanding of cloud-native applications and cloud service monitoring.
- Excellent leadership and team management skills.
- Ability to manage customer relationships and ensure high levels of customer satisfaction.
- Strong communication and interpersonal skills.
- Relevant certifications in ITIL and ITSM are highly desirable.
Role: Practice Manager / Head
Industry Type: IT Services & Consulting
Department: Engineering - Software & QA
Employment Type: Full Time, Permanent
Role Category: Software Development
Education
UG: Any Graduate
PG: Any Postgraduate