Job Description
Principal Business Solutions (Web & Mobile)
Location: Gurgaon, India
Function: Digital
Reporting To: Vertical Head - Digital Experience
Role Overview
We are looking for a highly experienced
Principal- Digital Experience (Web & Mobile) to own and drive the operational excellence, stability, governance, and continuous improvement of customer-facing digital channels, including the
Website and Mobile Applications.
The role will be responsible for ensuring seamless customer experiences across all digital touchpoints by driving release governance, production stability, observability, incident management, content governance, and experimentation delivery. The individual will act as the central leader coordinating across Product, Engineering, Architecture, QA, Infrastructure, Martech, Vendor, and Business teams to ensure best-in-class digital experience delivery.
This role demands strong technical depth, operational rigor, stakeholder management, and a proactive approach towards monitoring, issue prevention, and continuous service improvement.
Key Responsibilities
- Digital Channel Ownership
- Own end-to-end operational management of Website and Mobile App platforms.
- Ensure high availability, reliability, scalability, and performance of customer-facing digital channels.
- Drive operational excellence across pre-production and production environments.
- Establish governance processes to ensure consistent delivery quality and customer experience as part of Digital experience role.
- Release review and sign-off
- Lead reviews for Website and Mobile App deployments as per release process, includes pre-release validations, DX sign-off and post deployment checks.
- Establish quality gates to ensure defect-free and stable production releases.
- ITSM, Incident & Problem Management
- Own Incident, Problem, Change, and Service Request Management processes.
- Lead major incident management and war-room operations during high-priority customer-impacting issues.
- Establish and drive structured triaging processes across teams.
- Ensure timely resolution and communication of incidents.
- Drive detailed Root Cause Analysis (RCA), including code-level analysis and troubleshooting.
- Implement corrective and preventive actions (CAPA) to eliminate recurring issues.
- Track and improve operational KPIs such as MTTR, MTTD, SLA compliance, and incident recurrence.
- Observability & Platform Monitoring
- Define and own the Web and Mobile observability strategy.
- Establish proactive monitoring frameworks covering:
- Application Gateway Monitoring
- Infrastructure and Service Health Monitoring
- Website & Mobile Application Performance
- Micro Front-End Architecture
- Microservices Ecosystem
- API Health & Performance Monitoring
- Third-Party Integrations
- Business-Critical Customer Journeys
- Build dashboards and alerting mechanisms for proactive issue detection.
- Drive preventive actions through trend analysis and predictive monitoring.
- Technical Troubleshooting
- Partner with engineering teams for code-level debugging and issue resolution.
- Identify architectural bottlenecks, performance issues, and systemic risks.
- Lead initiatives to improve platform resilience, reliability, and scalability.
- Ensure production stability through proactive risk assessments and mitigation planning.
- Automation & Continuous Improvement
- Drive adoption of AI-led and Agentic solutions for monitoring, triaging, incident prediction, and RCA automation.
- Improve operational efficiency through automation and self-healing capabilities.
- Continuously enhance monitoring coverage, support processes, and delivery frameworks.
- Establish best practices around Digital Operations, SRE, and Operational Excellence.
Qualifications & Experience
Educational Qualification
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
- Postgraduate qualification preferred.
Experience
- 12-15+ years of experience in Digital Platforms, Production Support, Digital Operations, Site Reliability Engineering, or Application Support.
- Proven experience managing large-scale customer-facing Website and Mobile platforms.
- Strong experience in ITSM, Incident Management, and Production Operations.
- Experience working in high-traffic, mission-critical digital environments.
Technical Skills
- ITIL / ITSM Frameworks
- Major Incident & Problem Management
- Release Management
- Root Cause Analysis & Production Debugging
- Application Performance Monitoring (APM)
- Observability Tools (Datadog, Dynatrace, New Relic, Grafana, Splunk, AppDynamics)
- API Monitoring & Gateway Management
- Microservices & Micro Front-End Architectures
- Cloud Platforms (AWS, Azure, GCP)
- Website & Mobile Application Operations
Leadership Competencies
- Strong customer-first mindset.
- Ability to lead under pressure and during critical incidents.
- Excellent stakeholder management and influencing skills.
- Strong analytical and problem-solving capabilities.
- Proven experience managing cross-functional teams and vendors.
- High ownership, accountability, and execution excellence.
- Ability to drive transformation through automation, observability, and operational governance.
This is a strategic leadership role responsible for ensuring world-class reliability, operational excellence, content governance, and experimentation delivery across Website and Mobile channels while delivering exceptional customer experiences at scale.
