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TD Newton
About the role
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Proposed designation:
Associate Director
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Role type:
Managerial
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Reporting to:
Director
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Geo to be supported:
US
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Work timings: 24/7
Rotational shift, will change every 1 month
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05:00 AM - 02:00 PM IST
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01:00 PM – 10:00 PM IST
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07:00 PM – 04:00 AM IST
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Work mode
: Hybrid
Roles & responsibilities
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Own and manage
24x7x365 production support operations
(including weekends and holidays) for Audit applications, ensuring high
availability, stability, performance, and business continuity.
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Lead and oversee global Support and Operations teams (offshore/Tech
partners) supporting critical platforms, ensuring clear accountability,
ownership, and delivery excellence.
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Drive end-to-end service reliability, ensuring adherence to SLAs, OLAs,
and KPIs, and continuously improving MTTR, MTBF, and overall service
health metrics.
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Establish, standardize, and continuously optimize support processes,
runbooks, and operating procedures, enforcing strict adherence by offshore
and distributed teams.
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Act as the primary technical escalation point and subject matter expert
for infrastructure, platform, and production issues, providing hands-on
troubleshooting and strategic guidance.
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Lead major incident management (P1/P2) including command center
coordination, stakeholder communication, rapid resolution, and blameless
postmortems with actionable RCA outcomes.
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Partner closely with Application Support, Business Support, Engineering,
Platform Ops, Deployment, and Security teams to align operational
priorities with business-critical objectives.
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Ensure production environments comply with enterprise security,
governance, and regulatory standards, including audit readiness, access
controls, vulnerability management, and policy enforcement.
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Oversee and validate post-release and deployment activities
(weekly/monthly releases) to ensure stability, rollback readiness, and
zero-impact production transitions.
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Coordinate with infrastructure and platform teams to ensure system health,
patching, vulnerability remediation, and lifecycle management, including
EOL/EOS transitions.
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Leverage deep expertise in Microsoft Azure to support and optimize
cloud-hosted production environments including compute, networking,
storage, and platform services.
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Utilize Azure DevOps for release management, CI/CD pipelines, change
tracking, and operational visibility, ensuring controlled and auditable
deployments.
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Implement and enhance monitoring and observability using
Azure Monitor, Application Insights, Log Analytics, and KQL, enabling
proactive detection and rapid issue resolution.
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Drive proactive monitoring and predictive alerting, minimizing incidents
through trend analysis, anomaly detection, and capacity planning.
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Perform advanced SQL analysis for troubleshooting, data validation,
performance tuning, and operational investigations.
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Manage and support data platforms including Data Lake, Azure Storage, and
integrated analytics environments, ensuring data availability, integrity,
and performance.
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Enforce secure secrets and configuration management using Azure Key Vault,
RBAC, and managed identities aligned with zero-trust principles.
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Collaborate with global teams to maintain strong cross-functional
relationships, ensuring seamless execution across engineering, platform,
and business domains.
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Provide regular executive-level reporting, dashboards, and operational
insights, aligned with strategic goals defined by Audit leadership.
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Drive automation across support workflows, including incident handling,
health checks, deployments, and remediation to reduce manual effort and
operational risk.
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Continuously identify and implement process improvements, standardization,
and operational excellence initiatives to mature the support model.
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Lead capacity planning and performance optimization efforts, ensuring
systems scale efficiently to meet business demand.
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Support and coordinate disaster recovery planning, testing (ITDR), and
failover readiness, ensuring RTO/RPO compliance.
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Foster team growth through mentoring, coaching, performance management,
and capability development, building a high-performing support
organization.
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Act as a bridge between operations and engineering, driving shift-left
practices, reducing production defects, and improving overall software
quality.
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Participate in enterprise forums, audits, governance reviews, and external
conferences, staying aligned with best practices and emerging trends in
support and operations.
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Champion a culture of ownership, accountability, continuous improvement,
and operational excellence across globally distributed teams.
Key behavioral attributes/requirements
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Demonstrates strong technical leadership and mentorship, effectively
coaching and developing junior engineers while elevating overall team
capability and engineering standards.
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Exhibits end-to-end ownership mindset, accountable for full lifecycle
delivery, reliability, and business outcomes rather than isolated tasks.
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Ability to translate business objectives and functional priorities into
scalable, secure, and data-driven technical solutions, aligning technology
with business value.
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Proven track record of collaborating across globally distributed,
cross-functional teams, influencing stakeholders across engineering,
architecture, security, and business domains.
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Drives an innovation-first mindset, continuously identifying opportunities
for automation, platform engineering, and process optimization to improve
efficiency, reliability, and quality.
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Proactively identifies and delivers cost optimization initiatives through
architectural design, automation, and efficient cloud resource utilization
aligned with FinOps principles.