Job Description - Vertical Head – Airline Support
Location: Gurgaon, India
Experience: 15+ years in Information Technology, with expertise in enterprise applications, integrations, ITSM, cybersecurity, stakeholder management, and digital transformation.
Role Summary
Lead the support, governance, security, and modernization of Airline Operations technology platforms across OCC, Flight Operations, Crew, Engineering, Airport Operations, and Cargo. Responsible for ensuring application stability, integration reliability, service excellence, stakeholder satisfaction, and AI-driven transformation initiatives.
Key Responsibilities
Application & Operations Management
- Own BAU support and service delivery for mission-critical Airline Operations applications.
- Ensure high availability, business continuity, and operational resilience.
- Manage Incident, Problem, Change, Release, and Service Request processes.
- Drive application lifecycle management, upgrades, and platform modernization.
Integrations & Platform Governance
- Manage enterprise integrations, APIs, middleware, and data exchange platforms.
- Ensure integration reliability and operational performance.
- Collaborate with architecture teams to implement scalable solutions.
ITSM, Security & Compliance
- Drive ITIL/ITSM best practices and SLA compliance.
- Govern security vulnerabilities, audits, compliance, and risk management.
- Ensure security controls are embedded across applications and integrations.
Stakeholder & Vendor Management
- Partner with business leaders across Operations, Airports, Engineering, OCC, Crew, Finance, and Digital teams.
- Manage vendor performance, contracts, and service delivery.
- Translate business priorities into technology roadmaps and execution plans.
AI & Digital Transformation
- Identify automation opportunities to improve productivity, reliability, and operational efficiency.
Team Leadership
- Lead and mentor application support and integration teams.
- Build capabilities in Cloud, AI, Automation, APIs, and SRE.
- Drive talent development and succession planning, Budgets
Required Skills
- Enterprise Application Support
- Airline Operations Systems
- ITSM / ITIL
- Integration & API Management
- Platforms Perfective and preventive maintenance
- Ensure platform version are always N-1
- SLA monitored w.r.t. L3 support
- Technical deep dive on Microsoft and Java tech integrations
- Cloud Technologies (Azure/AWS)
- Security & Vulnerability Management
- Vendor & Contract Management
- Generative AI, Agentic AI & AIOps
- Digital Transformation Leadership
- Executive Stakeholder Management
Preferred Qualifications
- Engineering/Computer Science degree (MBA preferred).
- ITIL, Cloud, Security, or Architecture certifications.
- Experience in Aviation, Airlines, Logistics, or Transportation domains.
- Experience working in or managing a GCC environment.
Success Metrics
- Application Availability >99.9%
- SLA Compliance >95%
- Reduction in Critical Incidents
- Security Compliance & Vulnerability Closure
- Integration Reliability
- Vendor Performance & Cost Optimization
- Stakeholder Satisfaction
- Team Capability Development
- AI Adoption & Automation Benefits Realization
