• IND Senior Director, IT Engineering
• GCC005

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Role Overview

The Director – IT Operations & Resiliency is accountable for global IT operations and enterprise resiliency outcomes delivered through The Hartford India in Hyderabad. This leader ensures stable, secure, and always‑on technology services by integrating ITSM execution, Technology Command Center operations, enterprise resiliency, and Service Now platform development.

This role drives a mindset shift toward AI- and agentic-first operations—leveraging automation, intelligent workflows, and self-healing capabilities to proactively prevent incidents, accelerate recovery, and continuously improve operational efficiency. The Director operates and evolves a 24x7, multi-regional Technology Command Center, and partners closely with SRE, platform, security, and engineering leaders to embed resiliency and operability into enterprise technology

Key Responsibilities

• Lead end-to-end IT operations and resiliency outcomes through a 24x7, follow-the-sun Technology Command Center.

• Provide senior leadership during major incidents and crisis events, ensuring rapid recovery, and effective executive communication.

• Own and mature enterprise ITSM capabilities (Incident, Problem, Change, and Crisis Management) aligned to ITIL best practices.

• Lead resiliency teams responsible for disaster recovery, cyber recovery, recovery assessments, runbooks, and validation exercises.

• Lead Service Now platform engineering, integrations, automation, and workflow optimization

• Advance IT operations and ITSM modernization through AI, agentic (self-healing, decision-assist), and automation capabilities to enable proactive and predictive operations.

• Define and track operational, ITSM, and resiliency metrics to drive continuous improvement.

• Build leadership depth and succession across IT Operations, Resiliency, and Service Now teams.

• Establish the Hyderabad hub as a strategic center of excellence for IT operations and resiliency.

How Success Will Be Measured

• Demonstrated maturity and integration across ITSM, Command Center, Resiliency, and Service Now capabilities.

• Measurable improvements in operational stability, resiliency, and recovery outcomes.

• Sustained reduction in high-severity incidents with improved MTTR and change success rates.

• Expanded adoption of AI, agentic, and automation capabilities across ITSM and recovery workflows.

• Effective operation of a 24x7 global Command Center with strong regional coordination.

• Growth in leadership capability and bench strength within the Hyderabad hub.

• Trusted partnerships with SRE, platform, security, and operations leaders.

Required Qualifications

• 15+ years of experience in large-scale IT operations, ITSM, resiliency, or reliability leadership roles.

• Proven experience leading global, always-on operations or command centers.

• Deep expertise in ITSM / ITIL with ownership of incident, problem, change, and crisis management at scale.

• Demonstrated leadership of enterprise resiliency, disaster recovery, and cyber recovery initiatives.

• Experience leading Service Now development and platform teams in complex enterprise environments.

• Demonstrated ability to adopt, operationalize, and scale AI, automation, and agentic capabilities to modernize IT operations and ITSM.

• Strong people leadership experience building and scaling teams in a global delivery model.

• Ability to influence senior stakeholders across regions with clarity and credibility.

• Experience operating in complex, hybrid technology environments (cloud, SaaS, on-prem).

Preferred / Nice to Have

• Experience working in or leading functions within in a global delivery model.

• Strong partnership experience with SRE and platform engineering organizations.

• Familiarity with observability and operational telemetry (metrics, logs, traces).

• Experience operating in regulated or mission-critical environments.

• Exposure to AIOps platforms, intelligent workflow orchestration, or autonomous operations frameworks.

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