Job Title

Engineering Operations Service Delivery DirectorSummaryThe Engineering Operations Support and Maintenance Director is responsible for the end-to-end delivery of reliable, scalable, and secure application support and maintenance services across the entire tech stack (full stack engineering and custom Java / .NET applications). This leader builds and guides cross-functional teams (Support, Platform/DevOps, Site Reliability Engineering, and Maintenance Engineers) to ensure high customer satisfaction, fuel growth and expand capabilities.Key responsibilities- Strategic leadership and organization - Lead the end-to-end service delivery of Application Support and Maintenance to ensure compliance with approved goals and objectives. - Define and execute the vision, strategy, and operating model for full-stack support and maintenance.- Service delivery management. - Ensures alignment to the enterprise service management processes for Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed. - Drive Incident management, Service Request Fulfillment, Problem Management, root-cause analysis, and corrective actions; drive reduction in MTTR and incident frequency. - Change & Release Management: Align maintenance activities with release schedules; assess risk, implement rollback plans, and communicate changes to stakeholders. - Plan and orchestrate proactive maintenance windows, updates, security patches, and debt reduction without compromising availability. - Define and monitor SLAs/SLOs; ensure effective queuing, triage, and escalation processes; lead on-call rotations. - Reliability, quality, and security - Ensure robust monitoring, alerting, and observability; oversee incident dashboards, runbooks, and escalation criteria. - Enforce secure coding and deployment practices; oversee vulnerability management and compliance with applicable standards. - Ensure adherence to regulatory and security requirements; implement ITIL-aligned processes where appropriate.- Process improvement and automation. - Standardize support and maintenance processes; introduce AI, Automation, SRE, DevOps, Observability to reduce toil, drive efficiency and transform operations. - Leverage data analytics to identify bottlenecks, optimize capacity, and improve service levels. - Drive innovation and continuous service improvements that drive value to the firm, clients, and associates. - Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automate and optimize performance and processes.- Governance and Budget management - Develop and manage budgets for support, maintenance, and platform tooling; optimize platform, tools and software spend. - Annual budgetary and financial management, including forecasting and planning. - Manage capacity planning to ensure sufficient, efficient, and effective resource and demand management to deliver the services with utmost quality. - Collaborate with stakeholders to manage escalation and risk.- Practice and Business Development - Lead practice development and business development for the application engineering support and maintenance practice to accelerate growth and expand capabilities. - Build, mentor, and scale cross-functional teams (Full Stack Engineering Support and Maintenance Engineers, SRE/Platform, and Custom Applications support teams) across locations. - People development and coaching, high performance leadership and motivation of team members - Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.Qualifications and Experience:- Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field. - 18+ years of relevant experience with following skill sets - Experience managing large scale clients and engagement. - Experience working in Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes. - Experience managing large managed services support and maintenance engagements across Java, .NET, full stack applications and custom applications. - Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management. - Experience in developing practice, large engagements, and driving significant value and results. - Strong background in Java, .NET, full-stack engineering concepts, microservices architectures, APIs, databases (SQL/NoSQL), and cloud platforms (AWS/Azure/GCP). - Proficiency with DevOps/SRE practices, CI/CD, containerization (Docker, Kubernetes), monitoring/observability tools, and service management tools. - Experience with ITSM, ITIL, Kanban, Agile and waterfall delivery methodologies - Should operate independently and partner effectively across disciplines and geographies. - Experience collaborating with cross functional teams. - Demonstrated ability to lead, mentor, and grow diverse, cross-functional teams, with exceptional communication and stakeholder management. - Strong analytical and data-driven decision-making; conflict resolution and negotiation skills. - Customer-centric mindset with the ability to balance service reliability, speed, and cost.