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.