Our story
Founded in 2021 by Aadit Palicha and Kaivalya Vohra, Zepto is on a mission to save you time —making every second count towards life's real joys. Our platform has revolutionised rapid commerce in India with cutting-edge technology and strategically optimised delivery hubs. Zepto offers an extensive range of 45,000+ products, from fresh groceries to electronics, beauty essentials, apparels, toys and more, delivering across 50+ cities in 10 minutes*.
Zepto Café extends our commitment to convenience, featuring a curated menu of over 200 fresh items.
Role Overview
Associate Director
This role demands a blend of strategic leadership, operational excellence, automation mindset, and people management to ensure continuous IT uptime across 24x7 business operations.
You will be responsible for building a scalable, SLA-driven IT service framework that enables efficiency, system reliability, and business continuity across distributed supply chain sites.
Key Responsibilities
1. Strategic Leadership & Service Governance
- Own the IT service delivery lifecycle across endpoints, warehouse systems, and cloud platforms supporting SCM operations.
- Define and drive ITIL-based service frameworks, focusing on incident, problem, change, and release management aligned to logistics operations.
- Establish and track SLA/KPI metrics for response, resolution, and uptime — ensuring alignment with supply chain business objectives.
- Develop a roadmap for modernization of supply chain IT operations using automation, analytics, and self-service solutions.
- Partner with SCM leadership to align IT initiatives with business priorities such as warehouse throughput, fulfillment SLAs, and logistics efficiency.
- Ensure high availability and resilience of critical applications (WMS, handheld device management, and mobility systems).
2. Operations & User Support Excellence
- Oversee IT operations across warehouses, distribution centers, and remote SCM hubs ensuring business continuity and uptime.
- Ensure quick resolution of issues related to networking, handheld devices, scanners, printers, Wi-Fi, and user systems.
- Guide regional IT teams on root cause analysis and escalation management.
- Drive proactive system monitoring, ticket trend analysis, and preventive maintenance programs.
- Collaborate closely with Network, Cloud, Security, and Application teams to ensure optimal system performance.
- Oversee IT Asset Management ensuring visibility, lifecycle tracking, and compliance across all supply chain locations.
- Drive continuous improvement using CSAT feedback, audit observations, and operational analytics.
- Ensure operational flexibility and readiness for extended shifts or business peaks (24x7 warehouse operations, festive surges, etc.).
3. Process Automation & Technology Enablement
- Lead automation initiatives to reduce manual intervention in system management, asset tracking, and service workflows.
- Evaluate and deploy modern ITSM and monitoring platforms (ManageEngine, ServiceNow, Jira Service Management, etc.).
- Collaborate with business and tech teams to enhance warehouse and logistics technologies — including mobility management (MDM), barcode solutions, IoT integrations, and smart inventory systems.
- Explore and integrate cloud-based and AI-driven solutions for better visibility, alerting, and efficiency.
4. Leadership & Team Development
- Lead and mentor a distributed team of 30–40 engineers across multiple supply chain sites.
- Foster a service ownership culture with accountability, agility, and proactive communication.
- Conduct performance reviews, training, and technical upskilling focused on warehouse IT, mobility, and automation tools.
- Strengthen IT-business relationships by positioning IT as a strategic enabler of operational efficiency and delivery performance.
- Ensure adequate shift planning and on-site coverage based on business hours, peak schedules, and critical operations.
5. Governance, Compliance & Vendor Management
- Ensure compliance with IT policies, ISO 27001, ITGC, and audit standards across all sites.
- Govern vendor contracts, AMC renewals, SLAs, and escalation management for hardware, network, and managed service providers.
- Maintain complete documentation of assets, support workflows, and audit trails for traceability and compliance.
- Generate monthly dashboards and performance insights for IT leadership and supply chain heads.
- Drive initiatives for cost optimization, technology modernization, and sustainability across IT operations.
Requirements
- 15–16 years of experience in IT Service Delivery, Infrastructure, or Operations Management, preferably in supply chain, manufacturing, or e-commerce environments.
- Proven experience managing multi-location IT operations (warehouses, logistics hubs, distribution centers).
- Strong understanding of networking (WAN/LAN/Wi-Fi), end-user computing, and cloud environments (Google Workspace, Azure, or AWS).
- Experience with WMS platforms, handheld and mobility management, and endpoint security (MDM, EDR, DLP).
- Deep familiarity with SLA-driven operations, ITIL frameworks, and service reporting.
- Excellent leadership, stakeholder management, and cross-functional coordination skills.
- Ability to manage 24x7 operations, flexible to support rotational or business-demand-based schedules.
- Strong communication and problem-solving abilities with an innovation mindset.
- BSc in Computer Science / IT / Engineering or equivalent qualification.
- ITIL v4 / PMP / ISO 20000 knowledge preferred.
