Head Application Management Group

Key Responsibilities: Production Stability & Operational Oversight: Ensure 24x7 stability of over 300 business-critical applications with zero tolerance for production outages in customer-facing platforms. Define and drive Incident, Problem, and Change Management processes for timely resolution, root cause analysis, and prevention of recurring issues. Implement monitoring, automation, and self-healing tools to improve observability and reduce manual interventions. Business & Stakeholder Engagement: Act as the primary point of contact for business heads and senior leaders on production-related concerns. Provide real-time communication during high-impact incidents, ensuring timely updates and structured post-mortems. Engage regularly with business units to prioritize production enhancements and align IT operations with business goals. Service Management & SLA Adherence: Govern and track performance against SLAs and KPIs for support functions, ensuring service quality, availability, and user satisfaction. Lead service reviews highlighting performance trends, improvements, and escalations to leadership. Vendor & Partner Management: Manage strategic partnerships with IT vendors supporting the application stack. Lead vendor onboarding, contract negotiations, performance reviews, and drive value through operational levers. People Leadership & Team Building: Lead a technology operations team of 70+ FTEs and 300+ partner staff across L1, L2, and L3 support. Drive resource strategy, training, succession planning, and talent development. Foster a culture of ownership, agility, and continuous improvement. Governance, Risk & Compliance: Ensure production activities comply with regulatory, audit, and security policies. Partner with risk and cybersecurity teams for access controls, vulnerability remediation, and incident response. Lead BCP/DR drills, production readiness, and crisis simulations. Strategic Initiatives & Transformation: Collaborate with engineering, DevOps, and platform teams to transition to modern cloud-native operational models. Lead automation of production workflows and observability enhancements. Support enterprise transformation programs (core banking upgrades, digital launches, mergers) from production readiness perspective. Budgeting & Purchase Order Tracking: Oversee budgeting and purchase order tracking to ensure efficient financial resource allocation. Present proposals and reports to IT Tech Spend Committee for transparent decision-making on tech investments.