Leader, Operational Excellence across Enterprise Systems & Employee Technology

Location: Bangalore, Karnataka
Department: IT

This leader owns operational excellence across Enterprise Systems & Employee Technology, ensuring standards, performance, and accountability across value streams and platforms.

Essential Responsibilities:

• Provide strategic oversight and management of program operations, driving innovation within the DCCE space.
• Oversee data center asset traceability, planning, and optimization.
• Partner with business unit teams to plan and implement initiatives addressing technical debt, resource optimization, and workload efficiency.
• Monitor and report on cloud-driven workload transformations.
• Evaluate and refine processes, leading initiatives for operational improvements.
• Manage production applications and services across PayPal CN data centers.
• Ensure site reliability, resolving cross-border operational issues.
• Create and implement robust processes to enhance production stability.
• Lead system monitoring initiatives, establishing standard monitoring policies.

Additional Responsibilities & Preferred Qualifications:

• Define and own operational standards for incident, problem, change, request, knowledge, and CMDB/asset management.
• Run the scorecard grading value streams and platforms on operational metrics.
• Maintain a central view of every AI agent run across ESET.
• Drive AIOps and agent-based workflows across applications and infrastructure.
• Partner with the Director, Autonomous Operations, to set and baseline yearly autonomy targets.
• Identify tools to augment developer and consultant productivity, tracking adoption and outcomes.

Requirements:

• Bachelor’s degree or equivalent experience
• 8+ years in enterprise IT operations, service management, and ITSM
• Experience with ServiceNow, operational governance, and AI Ops
• Hands-on with observability and incident tooling
• Working knowledge of audit and control frameworks