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Tier-1 employer plus metro role yields moderate competition among qualified senior candidates.
Enterprise platform delivery, production support, and regulated banking context requires highly specific candidate backgrounds.
Senior technical leadership, mandatory platform delivery and production support experience drives high shortlisting strictness.
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Lead technical direction, delivery, and continuous improvement of the Global Service Desk Automation (GSDA) platform portfolio.
Own end-to-end delivery of new features, enhancements, integrations, and platform improvements ensuring quality, security, and operational stability.
Manage production support, incident resolution, vendor oversight, and stakeholder communication to maintain platform reliability and service efficiency.
Strong experience leading enterprise software development and support teams.
Experience with application architecture, system integration, API development, automation, and support platforms.
Experience managing production support, incident management, and operational troubleshooting.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing geographically distributed engineering teams and outsourced/managed service provider resources.
Able to balance strategic technical leadership with hands-on operational ownership in a complex, Agile environment.
Familiar with emerging technologies such as Generative AI, Conversational AI, and intelligent automation relevant to platform modernization and continuous improvement.