Associate Director - BAU Support

Role Purpose:

We are looking for a seasoned BAU Support Leader to manage end-to-end production operations for a high-scale Cards Processing & Acquiring Platform. This role is accountable for 24x7 service reliability, incident resolution, customer escalations, and continuous operational improvement across L1, L2, and L3. In addition to running stable operations, the role will drive transformation of BAU through AI and automation, improving efficiency, reducing cost, and minimizing human dependency.

The responsibilities we entrust you

End-to-End BAU Operations Ownership

• Lead and govern L1, L2, and L3 support teams (~50 members) across a 24x7 operating model
• Ensure high availability, stability, and performance of the cards processing platform
• Drive structured shift management, escalation matrices, and handoffs
• Act as the single accountable owner for production support delivery and outcomes

Incident & Problem Management Leadership

• Lead Major Incident Management (P1/P2) including coordination across technical and business teams
• Own end-to-end incident lifecycle detection, triage, resolution, and closure
• Conduct Incident reviews / Post-Incident Reviews (PIRs)
• Prepare and govern Root Cause Analysis (RCA) documentation
• Ensure strong focus on preventive and corrective actions
• Interface directly with customers during escalations and critical incidents

Command Center Management

• Establish and manage a centralized Command Center (24x7) for real-time monitoring and incident coordination
• Drive command center governance including war-room execution for major incidents
• Ensure seamless collaboration across L1, L2, L3, Infra, and Engineering teams
• Define escalation frameworks and communication standards

Command Center Optimization & Dashboarding

• Continuously improve the way of working within the Command Center
• Design and enhance real-time operational dashboards
• Implement alert correlation, prioritization, and noise reduction
• Enable proactive monitoring and faster decision-making

KPI Governance & Service Excellence

• Track MTTD, MTTR, incident volume, and SLA adherence
• Build operational dashboards for leadership
• Drive reduction in incidents and faster resolution
• Move towards near-zero avoidable incidents

AI & Automation-led Transformation

• Identify areas for AI/AIOps integration
• Automate incident detection, classification, and remediation
• Drive RCA automation and incident clustering
• Deliver cost optimization and efficiency improvements

Customer & Stakeholder Management

• Act as primary interface for customers for BAU operations
• Lead escalation calls and service reviews
• Present incident summaries, RCAs, and KPIs
• Collaborate with engineering, infra, and product teams

Team Leadership & Capability Building

• Lead and mentor support teams
• Define KRAs and performance metrics
• Drive training and upskilling
• Build ownership-driven culture

Risk, Compliance & Governance

• Ensure PCI DSS and scheme compliance
• Identify risks and implement controls
• Support audits and regulatory reviews

Required Experience & Qualifications

Experience & Portfolio:

15+ years in IT with strong cards & payments domain experience

Experience with at least 2 card processing platforms

23 years managing BAU operations

Strong experience in incident management, RCA, and escalations

Exposure to AWS and AI technologies

Communication & Ownership:

1. Strong communication, interpersonal, and conflict resolution skills
2. Able to work both independently and as part of a team

Location: Pune

This is 5 days work from office role (No remote or hybrid)

Things you should be comfortable with:

1. Working from office: 5 days a week
2. Pushing the boundaries: Have a big idea? See something that you feel we should do but havent done? We will hustle hard to make it happen. We encourage out of the box thinking, and if you bring that with you, we will make sure you get a bag that fits all the energy you bring along.

What we value in our people:

1. You take the shot: You decide fast and deliver right.
2. You are the CEO of what you do: You show ownership and make things happen.
3. You sing your work like an artist: You seek to learn and take pride in the work you do.