Senior Manager - Digital & Ops

ROLE OVERVIEW As a Senior Manager – Operations, you will own the strategy and execution of end‑to‑end operations for enterprise platforms spanning E‑commerce, Security Operations, AppOps/SRE, Infrastructure, Cloud, Network, and Service Desk. This position oversees Managers, Solution Architects, and cross‑functional operations squads that support business‑critical platforms and customer‑facing applications. The individual owns operational governance across enterprise platforms including InfoSec (IAM, GRC, SOC coordination), Cloud & DevOps, Data Platforms (Snowflake, BODS), Integration (MuleSoft), End User Compute, Windows Server, and E‑commerce platforms. You will define multi‑quarter operations roadmaps, set service objectives (SLIs/SLOs/SLAs, XLAs, error budgets), govern ITSM processes (incident, problem, change, request, asset/CMDB), and accountable for driving intelligent, data-driven operations through AIOps (automation, self‑service, self-healing, and data‑driven decisioning). This role blends people leadership, governance, portfolio management, and operations to deliver secure, high‑performing, and scalable platforms. Requirements ROLES & RESPONSIBILITIES Strategy and Planning • Establish an AIOps operating strategy focused on proactive incident prediction and prevention, noise reduction, faster MTTR, and continuous service improvement across infrastructure, cloud, applications, data platforms, and security operations along with a multi‑quarter roadmap, ensuring alignment with enterprise architecture guardrails and business priorities • Own operational cost management, capacity forecasting, and demand planning across operations portfolios, partnering with Finance and leadership on cost optimization and growth planning. • Partner with Architecture, Security, and Platform Engineering leaders to embed AIOps-by-design into new platforms, migrations, and modernization programs • Establish SLIs/SLOs/SLAs, XLAs, error budgets, and operational KPIs, driving a governance rhythm that ensures transparency, accountability, and continuous improvement • Lead capacity, availability, and risk planning across critical services while maintaining audit‑ready controls, CMDB accuracy, and DR/BCP preparedness • Define the InfoSec operations support model, including vulnerability remediation governance, access review cadence, and incident response readiness with Security teams • Establish an enterprise application support strategy for data applications, including runbooks, escalation paths, and integration cutover readiness • Drive alignment between observability, ITSM, and automation platforms, ensuring data-driven operational decisioning instead of reactive support models Delivery and Execution • Govern the rollout and adoption of AIOps capabilities across operations domains, ensuring measurable improvements in incident volume reduction, MTTR, and change success rates • Sponsor the use of machine learning–driven event correlation and anomaly detection to identify leading indicators of failure across application, data flow, infrastructure, and integration layers • Govern Problem Management, leveraging AIOps insights (observability, automation, prediction and trend analysis) to uncover recurring failure patterns, root causes, and automation opportunities thus improving service stability and experiences • Chair/co‑chair Change & Release governance, ensuring safe deployments, rollback readiness, and controlled release cycles with minimal business disruption • Oversee Service Desk, L1–L3 application operations, and Major Incident Management, ensuring rapid triage, clear stakeholder communication, and rigorous post‑incident RCA • Lead data application operational readiness for releases and cutovers, ensuring runbook compliance, reconciliation, and hyper care stabilization • Drive InfoSec operational execution by enforcing vulnerability remediation SLAs, access control operations, and security incident coordination with SOC • Embed predictive insights into capacity, availability, and performance management, enabling proactive interventions before customer or business impact Support and Enablement • Own ITSM platform practices (e.g., ServiceNow), workflows, automations and dashboards, ensuring standardization across global teams • Own executive-level operational reviews covering availability, incident trends, risk posture, compliance status, and improvement outcomes. • Strengthen CI/CD‑to‑Operations handoff with environment readiness, release orchestration and post‑deployment validation, improving change success rates • Drive adoption of self‑service, self-healing and auto‑remediation (runbook automation, chatbot flows, AIOps/event correlation) to reduce operational load and manual intervention • Embed AIOps insights into executive dashboards, operational reviews, and service health reporting to enable outcome-based leadership decisions. • Ensure knowledge generated through AIOps (patterns, signals, resolutions) is institutionalized via KEDB, runbooks, and SOPs • Establish data application support enablement through KEDB, service maps, monitoring standards, and triage playbooks for faster resolution • Operationalize migration and integration readiness via cutover runbooks, rehearsal planning, reconciliation checklists, and interface validation routines People Leadership • Lead and develop Managers, Solution Architects, Technical Leads, and Operations Engineers, promoting clarity of goals, coaching, and long‑term capability development • Drive organizational excellence by fostering a culture of ownership, service reliability, customer‑centric operations, and continuous improvement across time zones • Govern vendor and partner performance through SLA/XLA‑based evaluations, efficient engagement models, and outcome‑driven delivery • Directly manage and develop Operations Managers across IT Support/Ops, E‑commerce operations, and platform-aligned operations teams. • Ensure consistent operational maturity, performance standards, and governance across all manager-led teams. JOB REQUIREMENT Education and Certifications • Bachelor’s or Master’s degree in Computer Science, Engineering, or related discipline • PMP or project management certifications; ITIL v4; ServiceNow (or equivalent ITSM), cloud ops (GCP/AWS), SRE/ISO 20000/COBIT credentials and TOGAF 9 or equivalent enterprise architecture certification are an added advantage Required Experience • 12–15 years of progressive experience in digital operations, including 4 6 years leading multi-team or operations within enterprise or GCC environments • Proven ownership of incident, problem, change, request, release, and asset/CMDB processes • Demonstrated leadership partnering with product/engineering/architecture/security to ensure operability, observability, resiliency, and production readiness of business critical platforms Essential Skills • Deep expertise in ITSM operating models, SRE/observability practices, and operational risk/compliance • Proven leadership in AIOps and intelligent operations concepts, including event correlation, anomaly detection, predictive operations, and closed-loop automation • Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices • Strong governance mindset balancing automation, control, security, and auditability in enterprise environments. • Expertise in incident, change, problem, and release management frameworks and practices • Strong command of monitoring & leveraging AIOps, identity & access controls, collaboration and endpoint management, and application‑ops handoffs from CI/CD • Excellence in stakeholder communication, executive reporting, dependency/risk management, crisis leadership, and vendor governance • Strong InfoSec operations leadership covering vulnerability remediation SLAs, IAM/access reviews, SIEM/SOC incident coordination, and audit-ready compliance controls • Has knowledge on handling operational governance and reliability of data pipelines, integrations, and messaging platforms, ensuring data integrity, observability, and recovery readiness. • Provides senior operational oversight and support on architectural alignment for backend and integration platforms (Java/Spring Boot, .NET and event-driven architectures), ensuring operability, resilience, and security standards. Desired Skills • Provides operational awareness of frontend engineering ecosystems, including React and Next.js, UI build and deployment workflows, and client‑side performance and observability considerations • Familiarity with e‑commerce architectures, microservices, API gateways, caching/CDN, job/queue systems, and integration frameworks • Understanding of SAP integrations (IDoc, PI/PO, APIs), batch jobs, performance tuning, and landscape management Benefits WHAT WE OFFER • Be part of a globally recognized leader in the home improvement sector, committed to operational excellence and sustainability • Opportunity to contribute to a rapidly expanding Global Capability Center (GTC) in Chennai, playing a vital role in global operations • Exposure to diverse global technology environment and cross-functional team collaborations • Competitive compensation package and comprehensive benefits • Clear pathways for career advancement and continuous learning opportunities within a high performance organization