Associate Director-App/Infra services

Prodapt Solutions; Chennai District; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Prodapt Solutions is seeking an Associate Director to lead enterprise Application/Infra Services, overseeing delivery of reliable, secure, and cost-efficient App/Infra support in a 24x7 enterprise environment.

The role drives operational excellence, SLA compliance, automation, user satisfaction, and continuous improvement while managing large teams, vendors, and customer stakeholders across global locations.

Qualifications

• Strong knowledge of enterprise application environments.
• Experience with application support across complex environments.
• Familiar with ITSM platforms such as ServiceNow and incident handling.
• Understanding of enterprise networking and infrastructure dependencies.

Responsibilities

• Lead operations across global locations with Onsite Director guidance.
• Own service delivery KPIs, SLAs, XLAs, and operational metrics.
• Manage incident, problem, change, and escalation processes aligned to ITIL practices.
• Drive major incident management and executive communications during outages.
• Build strong relationships with business leaders and customer stakeholders.
• Mentor managers, leads, and technical specialists; foster high-performance culture.
• Govern third-party vendors and drive productivity improvements.
• Drive automation initiatives including self-service and AI-enabled support.
• Lead transformation and continuous improvement programs.
• Ensure adherence to security, compliance, and audit requirements.

Skills

Enterprise applications

Application support

ITSM (ServiceNow)

Networking & infra dependencies

Tools

ServiceNow

Job description

Role & responsibilities

The Associate Director will lead enterprise Application/Infra Services. The role is responsible for delivering high-quality user support, operational excellence, endpoint management, customer satisfaction, automation initiatives, transformation while ensuring SLA compliance and business continuity.

The role oversees delivery of reliable, secure, and cost-effective App/Infra support services.

This leadership role drives operational excellence, SLA compliance, automation, user satisfaction, and continuous improvement while managing large support teams, vendors, and customer stakeholders in a 24x7 enterprise environment.

Service Delivery Leadership

• Lead operations across global locations with the guidance of Onsite Director.
• Ensure stable and high-performing support services for customers.
• Govern P&L of the account.

Operational Governance

• Own service delivery KPIs, SLAs, XLAs, and operational metrics.
• Conduct governance reviews with customer leadership and internal stakeholders.
• Manage incident, problem, change, and escalation processes aligned to ITIL practices.
• Ensure effective shift operations and 24x7 support governance where applicable.
• Drive major incident management and executive communications during outages.

Customer & Stakeholder Management

• Build strong relationships with business leaders and customer stakeholders.
• Act as escalation point for critical user-impacting issues.
• Present operational dashboards, service improvements, and transformation initiatives.
• Drive customer satisfaction and continuous service improvement programs.

People Leadership

• Lead large geographically distributed App/Infra support teams.
• Manage team structure, staffing, succession planning, and capability development.
• Mentor managers, leads, and technical specialists.
• Foster a high-performance, customer-centric culture.

Financial & Vendor Management

• Govern third-party vendors, OEMs, and support partners.
• Drive productivity improvements and operational efficiency.

Transformation & Continuous Improvement

• Drive automation initiatives including self-service and AI-enabled support.
• Improve first-call resolution, MTTR, and user experience metrics.
• Lead workplace modernization and digital transformation programs.
• Introduce proactive monitoring and predictive support models.

Security & Compliance

• Ensure adherence to enterprise security, compliance, and audit requirements.
• Support endpoint security governance and vulnerability remediation.
• Ensure compliance with corporate IT policies and regulatory standards.

Preferred candidate profile

Strong knowledge of enterprise Application environments.

• Experience with:
• Application Support
• ITSM platforms such as ServiceNow
• Understanding of enterprise networking and infrastructure dependencies.