Senior Director, Technology Operations & Platform Reliability

Overview

Senior Director leading the reliability, scalability, security, and operational excellence of enterprise cloud platforms, AI/ML environments, enterprise applications, and support services, and driving the evolution of cloud operations, Site Reliability Engineering, IT Service Management, MSP governance, and operational resilience.

What you'll do

• Own the operational health, availability, performance, and security of enterprise cloud platforms across AWS, Azure, and GCP environments, including AI/ML, data, analytics, and cloud-native application platforms.
• Establish and mature MLOps and AIOps operational practices including model monitoring, drift detection, automated retraining, inference platform management, and AI workload incident response.
• Lead enterprise cloud operations modernization through observability, automation, intelligent monitoring, and proactive operational management.
• Build and lead a mature Site Reliability Engineering organization, embedding SLOs, SLIs, error budgets, observability standards, and reliability engineering practices across critical platforms and services.
• Partner with engineering and architecture teams to implement automation, self-healing capabilities, infrastructure-as-code, and operational efficiency improvements at scale.
• Govern enterprise on-call frameworks, incident management processes, post-incident reviews, and continuous improvement programs that strengthen service reliability and resiliency.
• Serve as the executive owner for Managed Service Providers and strategic vendors, overseeing contracts, SLAs, performance metrics, governance frameworks, and executive issues.
• Lead vendor performance reviews, risk assessments, cost optimization initiatives, and strategic sourcing decisions in partnership with Procurement, Legal, and Finance.
• Oversee enterprise IT support operations including service desk, Tier 1/2/3 support, and application support functions to ensure best-in-class end-user experiences.
• Drive adoption and maturity of ITIL-aligned service management practices including Incident, Problem, Change, Release, and Configuration Management.
• Define and report operational performance metrics including MTTR, MTBF, SLA compliance, first-contact resolution, and customer satisfaction measures.
• Deliver executive-level reporting to the CIO and senior leadership, translating operational performance and technical risks into actionable business insights.
• Partner with Security and Compliance teams to maintain cloud security posture, vulnerability management, compliance requirements, and operational risk mitigation initiatives.
• Lead geographically distributed teams, develop operational leaders, and foster a culture of accountability, inclusion, innovation, and continuous learning.
• Develop enterprise operational maturity roadmaps across cloud operations, SRE, MSP governance, and support functions while driving continuous improvement and service optimization.
• Establish and govern disaster recovery and business continuity programs, ensuring resilient and tested recovery capabilities for critical enterprise technologies.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 15+ years of progressive experience in enterprise technology operations, infrastructure, cloud platforms, and service delivery leadership.
• Deep expertise operating large-scale multi-cloud environments across AWS, Azure, and GCP, including cloud governance, architecture patterns, operational tooling, and FinOps optimization.
• Good experience with AI/ML operational platforms including MLOps, model lifecycle management, monitoring, inference services, and AIOps solutions.
• Demonstrated success building and leading Site Reliability Engineering organizations and implementing observability frameworks, SLO programs, and incident management capabilities.
• Strong knowledge of enterprise IT Service Management practices, ITIL v4 frameworks, and ServiceNow or equivalent platforms.
• Significant experience managing strategic vendor relationships, MSP governance, SLA management, contract oversight, and operational outsourcing models.
• Understanding of cloud security, vulnerability management, compliance requirements, and operational risk management practices.
• Experience building, scaling, and developing high-performing global technology organizations, including leaders, managers, and senior technical experts.
• Experience establishing or significantly expanding capabilities within a Global Capability Center (GCC) environment.
• Strong strategic thinking, organizational design, and business partnership capabilities with the ability to translate ambiguous challenges into executable technology strategies.
• Exceptional executive communication, stakeholder management, and cross-cultural leadership skills, with experience engaging senior global leadership teams and board-level stakeholders.
• Demonstrable ability to operate effectively within a global matrix organization and influence outcomes across diverse stakeholder groups.
• Passion for continuous improvement, operational excellence, innovation, and developing high-performing teams.

Nice to have

• Advanced degree.

Details

• Location: Hyderabad.
• Work mode: Hybrid. Many roles are required to be performed on-site; speak with recruiter and hiring manager for on-site expectations.
• Background checks may be conducted in accordance with local law.