Job Description
We are seeking an experienced operational leader to head the Entire Application Control Center (ACC) activities in India. This role functionally reports to DPS (Digital Platform Services) Cluster Operations Manager, who is in charge of global IT operations for BSH IT.
In this role you will be working for running 24/7 monitoring, communication and operational services for GDS(Global Digital Services) wolrdwide.
This role will also be responsible for products and business-critical services delivered from India, ensuring efficient, reliable, compliant and controlled operations. You will manage the ACC teams in India, own day-to-day operations, and represent India operations to global stakeholders.
The role requires significant proven stakeholder Management and Communication skills with a varied seniority of stakeholders in distributed global locations
The role also requires proven track record for Resource and Service transfer to India from different locations.
Lead and own the 24/7 operation of the ACC India, including event handling, incident communication, and escalation processes to ensure reliable and compliant operations for all critical services.
Drive the complete incident and problem management lifecycle, from coordinating cross-functional responses for major incidents to conducting post-incident reviews and implementing corrective actions to minimize business impact.
Define, implement, and continuously improve operational runbooks, SOPs, and performance metrics (SLAs/KPIs), while identifying opportunities for automation and process changes to enhance operational excellence.
Act as the primary point of contact for all stakeholders, effectively communicating operational status and requirements, while recruiting, coaching, and developing a high-performing, resilient 24/7 operations team.
Manage the full lifecycle of services within the ACC, from onboarding and operational readiness to ensuring all day-to-day operations adhere to strict security, audit, and regulatory requirements.
Disciplinary Responsibilities:
Proactively engage with key stakeholders (Shape Owners, Cluster Heads, Hub Head, Group Leads, etc.), identifying opportunities, executing initiatives, etc. with an aim to built a strong techno – functional team.
Actively drive cross functional discussions & meetings to take collaborative and calculated decisions wrt people practices, staffing decisions, financial budgeting, etc. in alignment with product teams and Cluster leadership
Accountable as senior most member in the cluster and as an escalation point of contact for managers/SGLs and team members on all people topics through their employment life cycle for (e.g. recruitment, onboarding, feedback, skill development, exit/retirement, retention management, EDDs, 360 degree feedback, skill assessment, performance feedback, development planning, etc.)
Oversee and manage vendor/supplier related topics, SOWs, identifying and mitigating project and vendor resource risks, etc. meeting delivery expectations.
Champion and drive internal initiatives striving for continuous improvement, team productivity & employee satisfaction.
As a member of GDS India Leadership team, actively engages, contributes and leads key hub level initiatives and interventions managing stakeholders across clusters, enabling teams, cross department and other relevant stakeholders - influencing global mindset and promoting best practices
Qualifications:
Bachelor’s degree in Engineering / Technology (B.Tech / B.E) is a must.
Certifications in ITIL, service management or operations; additional certifications in monitoring/tools/platforms are a plus.
Experienced in IT operations with minimum 5 years with global scope focused on Infrastructure, IT service management, and related fields, with demonstrable experience leading worldwide internal and external operational teams in a 24/7 environment.
Overall 18+ Years of working experience (with at least 4+ years being Manager of Managers and in extended leadership roles) in services and IT GCC organizations
Skills:
Strong background in service management, with proven experience running service lifecycle and portfolio operations for similar global size and with discrete manufacturing.
Solid incident, problem and change management expertise; comfortable driving major-incident response teams and able to manage vendors, mother company participants and various local stakeholder.
Proficiency with monitoring, alerting and collaboration tools (examples: ServiceNow, Splunk, Nagios, Datadog, Confluence, Jira, Office365—toolset may vary).
Hands-on experience with Kanban or other task/queue management systems for operational work.
Excellent written and spoken English; able to engage confidently with European and global stakeholders.
Strong organizational, analytical and decision-making skills with a proactive, solution-oriented mindset.
Knowledge of IT infrastructure and services including servers, networks, databases, security, and common protocols.
Experience implementing automation and continuous improvement initiatives in operations
Demonstrated experience leading functional and disciplinary teams in an international or multi-stakeholder environment.
Soft skills:
Collaborative and “organization first” approach
Cross geography stakeholder management skills
Expert communication and public speaking skills
Solution and idea driven mindset
Work Location:
Bangalore
