This position is responsible for leading the end-to-end support model for Digital channels, including web and mobile applications across multiple brands. This role owns day-to-day production operations, incident response, problem management, change and release governance, service reliability, and continuous operational improvement across a complex multi-brand environment.
This leader serves as the highest point of escalation for critical production issues and must be comfortable operating in a fast-paced, 24x7 support environment with on-call responsibilities. The role oversees both offshore and local teams across L1, L2, and L3 support functions, while working closely with Infrastructure, SRE, Security, Development, and third-party vendors to ensure service stability, resiliency, and rapid resolution of issues.
The ideal candidate will also bring deep experience with ITSM tools and service management platforms in order to drive process discipline, reporting, governance, and operational excellence across the support organization.
