Manager - Digital and Ops

HD Supply; Chennai District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

HD Supply is seeking an experienced Digital & Operations leader to define operational strategy, structure teams, and ensure reliable technology services across global operations. You will drive incident response, change and release management, and continuous improvement in 24x7 support environments.

You will mentor engineers, collaborate with stakeholders, and ensure compliance with security controls and audit requirements while aligning goals with organizational objectives.

Qualifications

• Minimum 9-12 years IT experience with 5+ years in Digital & Operations leadership or service delivery.
• Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup.
• Familiarity with ITSM tools (ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring.

Responsibilities

• Define operational strategy, team structure, and service delivery models aligned with business priorities.

Skills

IT Operations

Leadership

Incident Management

Change/Release Mgmt

SRE/DevOps

Automation

Cloud Infrastructure

Linux Administration

Data Warehousing

Stakeholder Mgmt

Global Ops Experience

Tools

ServiceNow

Snowflake

SAP BODS

MuleSoft

GCP/AWS

Linux/Unix

Job description

Role & responsibilities

Strategy & Planning:

• Define operational strategy, team structure, and service delivery models aligned with business priorities
• Identify areas of operational risk and implement mitigation and continuity plans
• Develop annual resource plans and operational budgets in partnership with senior leadership

Delivery and Execution:

• Oversee daily support operations, ensuring stability, availability, and reliability of technology services
• Manage major incident response and resolution, coordinating across internal and external teams
• Drive process improvements in ticket resolution, knowledge management, and system monitoring
• Track and report on SLAs, KPIs, and key operational metrics

Support & Enablement:

• Lead, mentor, and develop Digital & Ops engineers and technical leads, fostering a high-performance culture
• Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues
• Own change control, risk assessments, and operational readiness for new deployments and enhancements
• Ensure compliance with internal IT controls, security standards, and audit requirements

People Leadership:

• Provide coaching, direction, and performance management for the operations team
• Build a culture of accountability, responsiveness, and service excellence
• Align team goals to broader technology and organizational objectives

Preferred candidate profile

• 9-12 years of IT experience with at least 5 years in an Digital & Operations leadership or service delivery role
• Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup
• Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring
• Strong knowledge of IT operations, infrastructure management, and enterprise application support
• Expertise in incident, change, problem, and release management frameworks and practices
• Experience leading geographically distributed teams in 24x7 support environments
• Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices
• Strong communication, crisis management, and stakeholder management skills
• Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation
• Strong command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance
• Ability to assess operational health and drive continuous improvement initiatives for stability and performance
• Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms
• Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems
• Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms