Deloitte | India Offices of the US

Executive Manager, IT Support & Release Management (Multi-Technology)

At Deloitte, we're committed to recognizing, affirming and celebrating the diversity of opinion, talent and expertise that make each person unique. 

What will your typical day look like?

Work in a fast growing and exciting organization with professionals who are eminent in their respective field

• Have challenging and interesting work in a team environment
• Continue your development throughout your career to reinforce and expand your chosen career path
• SaaS products ). This leader establishes operational excellence, reliability, change safety, and predictable delivery—while driving continuous improvement through automation, standardization, and modern service management practices.

Role Specific Responsibilities:

As Executive Manager for USI Operations Lead, you will be responsible for:

Operational Leadership (Run)

• Own overall service reliability: incident, request, problem, and major incident management; ensure timely restoration and clear communications.
• Lead 24x7/on-call models (as applicable), staffing plans, and support coverage across time zones.
• Should be able to manage and drive delivery with team across multiple time zones and international geographical locations.
• Establish and manage SLAs/OLAs, operational KPIs, and service health reporting, drive performance against targets.
• Partner with Product/Engineering, Infrastructure, Security, and Vendors to reduce operational risk and improve time-to-recover.

Release & Change Leadership (Change)

• Oversee release planning and execution across multiple technologies and teams, including calendars, cutovers, go/no-go, and hypercare.
• Run change management governance (risk assessment, approvals, standard changes, emergency changes) and ensure audit-ready evidence.
• Ensure deployment readiness: runbooks, backout plans, validation steps, and post-release monitoring.

Continuous Improvement & Automation (Transform)

• Drive root cause analysis (RCA) and problem management to eliminate recurring incidents and reduce support burden.
• Implement operational automation (e.g., monitoring, alert tuning, self-healing, CI/CD improvements, standard operating procedures).
• Mature practices such as ITIL (Information Technology Infrastructure Library), SRE (Site Reliability Engineering), and DevOps ways of working, where appropriate.

Stakeholder & Executive Management

• Serve as the primary escalation point for senior stakeholders; provide clear, concise status during outages and high-risk releases.
• Translate technical issues into business impact, prioritization decisions, and risk tradeoffs.
• Manage vendor performance, contracts/SOWs (Statements of Work), and third-party delivery where applicable.

People Leadership

• Lead, coach, and develop managers/analysts/engineers; set goals, performance expectations, and career paths.
• Build a culture of accountability, learning, psychological safety during incident reviews, and operational rigor.

Let’s talk about you

You have a product owner mindset.  You are experienced in leading design conversations and building data models.  Digging into data to extract insights and partnering with data scientists and business process owners to deliver data products to business clients gets you excited.

• 14+ years of experience in leading a cross technology team responsible for IT production support, application/platform  maintenance, and release execution across diverse technology landscape.
• 5+ years in people leadership, including managing managers or multi-team environments.
• Proven experience running incident/problem/change/release processes in a complex, multi-technology environment.
• Strong executive communication skills: ability to lead major incidents and deliver crisp updates.
• Operational excellence and risk management
• Structured problem solving and RCA
• Planning and execution discipline for releases/cutovers
• Stakeholder management and negotiation
• Talent development and team building
• Data-driven decision-making (KPIs, trends, capacity)
• May require after-hours/weekend support for major releases and critical incidents.