Hiring For Deputy Program Director

We are seeking a seasoned and highly skilled Deputy Program Director to join our leadership team at a major banking client in Navi-Mumbai.

This senior role reports directly to the Program Director and is pivotal in ensuring the operational excellence and stability of a large-scale UPI

platform.

The Deputy Program Director will be the primary owner of the "Run the Bank" (RTB) portfolio, directly managing delivery across UPI

Infrastructure, Operations Back Office (Complaints & Reconciliation), Application Support, and Merchant On-boarding. A significant focus of

this role will be the leadership of the Infrastructure Management vertical.

The ideal candidate is a hands-on leader with 15+ years of experience, possessing deep technical expertise in infrastructure management and a

proven track record in large-scale service delivery. This role is critical in fortifying our operational capabilities, allowing the Program Director to

focus on strategic client engagement, platform growth, and "Build the Bank" initiatives.

Key Responsibilities

• Run the Bank (RTB) Leadership:

• Lead, mentor, and manage the delivery heads and managers of all RTB streams: Infrastructure Management, Application

Support, Back Office Operations, and Merchant Support.

• Take full ownership of operational stability, service quality, and performance of the 24x7 UPI platform.

• Infrastructure Management Excellence:

• Provide expert leadership and direction to the infrastructure team, ensuring the high availability, performance, security,

and scalability of the entire UPI technology stack.

• Oversee critical infrastructure functions including capacity planning, performance tuning, system monitoring, patching,

security hardening, and database administration.

• Champion and govern the Disaster Recovery (DR) and Business Continuity Planning (BCP) strategies and drills for the

platform.

• Service Delivery & SLA Management:

• Own and drive the service delivery for all RTB functions, ensuring strict adherence to all Service Level Agreements (SLAs)

and Key Performance Indicators (KPIs).

• Act as the primary point of contact for the client's operational and IT leadership for all RTB matters.
• Implement and manage a robust governance framework for reporting on service health, performance metrics, and

operational efficiency to both internal and client stakeholders.

• Operational Governance & Process Improvement:

• Chair key operational governance meetings, including Change Advisory Boards (CAB), major incident reviews, and problem

management sessions.

• Drive a culture of continuous improvement by identifying opportunities for automation, process optimization, and cost

efficiency within the RTB portfolio.

• Ensure rigorous adherence to ITIL-based processes for Incident, Problem, Change, and Release Management.

Client Relationship & Escalation Management:

• Build and maintain strong, trust-based relationships with key operational stakeholders at the client organization.
• Serve as the senior escalation point for all operational issues, incidents, and client concerns within the RTB domain,

ensuring timely and effective resolution.

• People and Team Management:

• Manage the performance of the RTB leadership team through clear goal-setting, regular feedback, and formal performance

reviews.

• Foster a collaborative, high-performance work environment, focusing on team engagement, skill development, and career

growth for all members of the RTB teams.

Requirements and Skills

Experience:

• A minimum of 15+ years of progressive experience in the IT industry.
• At least 5-7 years in a senior leadership role managing large-scale service delivery, infrastructure operations, or production

support for mission-critical platforms.

• Proven experience managing large, multi-disciplinary teams (100+ resources).

LC- MGS CONFIDENTIAL 14

• Core Expertise

• Expert-Level Infrastructure Management: Demonstrable, in-depth expertise in managing large-scale, 24x7 IT infrastructure

(servers, storage, networking, security, databases) for a high-transaction platform. Experience with both on-premise data

centers and private/public cloud environments is essential.

• Service Delivery Management: Strong command of service delivery principles and a proven track record of successfully

managing and exceeding contractual SLAs. ITIL v3/v4 certification is highly preferred.

• Domain Knowledge: Experience in the Banking and Financial Services (BFS) domain is mandatory. Specific experience with

Payments platforms, particularly UPI, is a significant advantage.

• Technical Acumen:

• Strong understanding of high-availability and fault-tolerant architectures, disaster recovery concepts, performance

monitoring tools, and IT security best practices.

• Familiarity with the technologies and operational challenges inherent in real-time payment processing systems.

• Leadership & Soft Skills:

• Exceptional leadership, mentoring, and people management skills.
• Strong client-facing and relationship management capabilities with a focus on operational stakeholders.
• Excellent analytical and problem-solving skills, with the ability to perform effectively under pressure.
• Outstanding communication and presentation skills, capable of conveying complex technical information to both technical

and non-technical audiences.

• A dedicated and committed leader with a strong sense of ownership and accountability.

  Role & responsibilities

Preferred candidate profile