{"id":1292756,"url":"https://alion.io/job/careernet-associate-director-production-support","title":"Associate Director - Production Support","company":{"id":3800179,"name":"Careernet","domain":"careernet.in","url":"https://alion.io/company/careernet-2","size_band":"11-50","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":120000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":49},"experience_years_min":18,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Self-Healing","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"AIOps","optional":true},{"name":"ITSM","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-26T06:37:51Z","employer_posted_date":null,"last_verified_at":"2026-09-26T06:37:51Z","board_verified":false,"closed_at":null,"days_open":24,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":24},"description":"Associate Director - Production Support\n\nLocation: Hyderabad\n\nExperience: 18+ Years\n\nEmployment Type: Full-time\n\nFunction: Technology / IT Operations / Application Production Support\n\nJob Summary:\n\nWe are looking for an experienced Associate Director - Production Support to lead enterprise application production support and operational governance across Tier 1 and Tier 2 digital platforms.\n\nThe role will be responsible for defining and executing the offshore production support strategy, driving application stability and resilience, leading major incident management, and ensuring operational excellence across a highly interconnected digital ecosystem.\n\nThe successful candidate will lead a Hyderabad-based organization comprising FTEs, contractors, and strategic partners, while partnering with engineering, SRE, infrastructure, cybersecurity, and business stakeholders to improve service reliability, reduce operational risk, and accelerate AI and automation-led transformation.\n\nKey Responsibilities:\n\n1. Production Support Leadership & Operational Governance:\n\n- Define and execute the offshore production support strategy and target operating model across enterprise digital platforms.\n\n- Establish governance frameworks, service standards, decision rights, risk controls, and executive review mechanisms.\n\n- Drive portfolio-level objectives and performance measures covering availability, resilience, customer experience, regulatory compliance, and SLA attainment.\n\n- Lead cross-platform prioritization and investment decisions based on business impact, operational risk, capacity, and modernization priorities.\n\n- Provide executive-level accountability for service health, operational risks, and transformation outcomes.\n\n2. Major Incident & Problem Management:\n\n- Provide leadership and decision-making oversight for L1.5, L2, and L3 production incidents, ensuring timely impact assessment, escalation, communication, and recovery.\n\n- Establish and govern an integrated major incident, problem, and crisis management framework across application, infrastructure, security, vendor, and business teams.\n\n- Drive effective root cause analysis (RCA), permanent corrective actions, and closure of systemic issues.\n\n- Lead reliability reviews to identify recurring incidents, operational risks, concentration risks, and critical dependencies.\n\n- Ensure high-severity incidents are managed with clear ownership, mitigation plans, and timely executive communication.\n\n3. Team Leadership & Delivery Management:\n\n- Build and lead a multi-platform production support organization comprising Hyderabad-based FTEs, contractors, and strategic partners.\n\n- Define organizational structures, leadership roles, workforce strategy, and sourcing models to deliver resilient 24x7 support.\n\n- Develop leadership capability through succession planning, coaching, and targeted technical and operational development.\n\n- Establish outcome-based accountability across teams, fostering ownership, collaboration, and continuous improvement.\n\n- Own workforce capacity planning, financial stewardship, vendor performance, and operational readiness for business-critical applications.\n\n4. AI, Automation & Operational Modernization:\n\n- Define and execute the AI, automation, observability, and operational modernization roadmap for L2 production support.\n\n- Sponsor initiatives such as intelligent incident triage, event correlation, predictive detection, automated remediation, and self-healing operations.\n\n- Partner with engineering, SRE, architecture, data, cybersecurity, and platform teams to embed reliability and operational readiness into the delivery lifecycle.\n\n- Establish measurable outcomes across incident prevention, MTTR reduction, automation adoption, productivity, service quality, and cost efficiency.\n\n- Promote responsible AI adoption, operational controls, risk management, and sustainable support practices.\n\n5. Stakeholder & Vendor Management:\n\n- Act as the senior offshore partner and escalation point for onshore technology and business leaders, product teams, SRE, infrastructure, cybersecurity, and strategic vendors.\n\n- Translate business priorities and customer impact into operational strategy, investment proposals, and transformation roadmaps.\n\n- Lead executive service reviews covering performance, risks, capacity, financials, transformation progress, and decisions required.\n\n- Influence cross-functional teams to resolve systemic dependencies and improve business-critical digital journeys.\n\n- Own strategic vendor and partner governance, including service quality, commercial performance, accountability, and continuous value improvement.\n\nRequired Qualifications & Experience:\n\n- 18+ years of experience in Application Production Support, IT Operations, Application Operations, or related technology operations functions.\n\n- Minimum 10 years of experience in a leadership role managing large-scale production support or application operations teams.\n\n- Strong experience supporting large-scale digital platforms, including web, mobile, APIs, or enterprise applications in a 24x7 environment.\n\n- Proven expertise in Major Incident Management, Problem Management, cross-functional escalation, and executive stakeholder communications.\n\n- Experience managing offshore delivery organizations comprising FTEs, contractors, and strategic partners.\n\n- Strong understanding of ITIL, SRE, operational excellence, service reliability, and production support governance.\n\n- Demonstrated ability to drive operational performance, service stability, risk management, and continuous improvement.\n\n- Strong executive communication, decision-making, and leadership skills.\n\nPreferred Qualifications:\n\n- Experience supporting healthcare, financial services, or other regulated digital platforms.\n\n- Exposure to AI-driven operations, AIOps, automation, and L2/L3 operational efficiency initiatives.\n\n- Familiarity with observability, monitoring, APM, and ITSM platforms such as ServiceNow.\n\n- Experience implementing automated remediation, event correlation, predictive monitoring, or self-healing capabilities.\n\n- Experience managing large-scale technology transformation and operational modernization programs.\nSkills\nProblem Management, ITIL, ServiceNow, Production Support, Incident Management, Site Reliability, ITSM","description_format":"text","description_chars":6326,"description_truncated":false,"requirements":{"experience_years_min":18,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information 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