Job Information
The Hartford IND Senior Director, IT Engineering in Hyderabad, India
IND Senior Director, IT Engineering - GCC005
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
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 ServiceNow 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 toITILbest practices.
Lead resiliency teams responsible for disaster recovery, cyber recovery, recovery assessments, runbooks, and validation exercises.
Lead ServiceNow 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 ServiceNow teams.
Establish the Hyderabadhubas a strategic centerofexcellenceforIT operations and resiliency.
How Success Will Be Measured
Demonstrated maturity and integration across ITSM, Command Center, Resiliency, and ServiceNow 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.
Deepexpertisein 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 ServiceNow 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.
Strongpeopleleadership experience building and scaling teams in a global delivery model.
Ability to influence senior stakeholders across regions with clarity and credibility.
Experienceoperatingin complex, hybrid technology environments (cloud, SaaS, on-prem).
Preferred / Nice to Have
Experience working inorleading functionswithin ina global delivery model.
Strong partnership experience with SRE and platform engineering organizations.
Familiarity with observability and operational telemetry (metrics, logs, traces).
Experienceoperatingin regulated or mission-critical environments.
Exposure toAIOps platforms, intelligent workflow orchestration, or autonomous operations frameworks.