This is a hands-on leadership role requiring a consistent on-site presence. The successful candidate will be expected to report to and work from the Hyderabad office daily and travel approximately 10–20% to other India locations, including Noida.
Key Responsibilities
IT Operations & Service Delivery
Lead day-to-day IT operations for the Hyderabad Delivery Center, ensuring technology services are reliable, secure, responsive, and aligned with business needs.
Oversee local IT infrastructure, end-user technology, workplace technology, network connectivity, conferencing and collaboration capabilities, and related technology services.
Ensure incidents, service requests, and operational issues are addressed in accordance with established service levels and escalation procedures.
Coordinate response to significant technology incidents affecting India operations and ensure appropriate communication with business stakeholders and U.S.-based IT leadership.
Identify recurring operational issues, perform or coordinate root-cause analysis, and drive sustainable corrective actions.
Maintain operational readiness, including appropriate documentation, procedures, support coverage, asset management, and technology lifecycle planning.
Support business continuity, disaster recovery, and technology resilience activities for India locations.
Partner with information security, infrastructure, network, application, and other technology teams to ensure compliance with enterprise technology and security standards.
U.S. & India IT Alignment
Serve as a key liaison between U.S. and India IT teams, ensuring consistent implementation of enterprise technology standards, processes, controls, and priorities.
Maintain regular communication with the Director of IT and other global technology leaders regarding operational performance, risks, business requirements, and emerging needs.
Coordinate across time zones and geographic locations to ensure issues affecting India operations receive appropriate visibility, ownership, and resolution.
Help translate enterprise IT strategies and standards into effective local execution while communicating India-specific requirements and considerations to global technology leadership.
Identify opportunities to improve consistency, collaboration, and knowledge sharing between U.S. and India technology teams.
Participate in global IT initiatives and represent the operational requirements and perspectives of India offices.
Business Partnership
Develop trusted relationships with India business leaders and serve as a primary point of contact for technology-related needs, concerns, and opportunities.
Develop a strong understanding of business operations, priorities, growth plans, and technology dependencies across the India Delivery Center.
Proactively engage business leaders to understand upcoming requirements and ensure IT is prepared to support organizational growth and change.
Communicate technology issues, risks, priorities, and solutions in clear business terms to both technical and non-technical stakeholders.
Balance local business requirements with enterprise technology standards, security requirements, and global IT priorities.
Promote a customer-focused culture within the local IT organization with an emphasis on responsiveness, accountability, and continuous improvement.
Leadership & Team Management
Provide leadership, direction, coaching, and development for local IT personnel and/or technology service providers.
Establish clear expectations and accountability for service quality, responsiveness, technical standards, and professional conduct.
Develop team capabilities and ensure appropriate technical knowledge, documentation, and cross-training exist to support reliable operations.
Collaborate effectively within a matrixed global IT organization in which responsibility for services may span local, regional, and global teams.
Support workforce planning and resource allocation as India operations grow and technology requirements evolve.
Manage relationships with technology vendors and service providers as appropriate.
Governance, Security & Continuous Improvement
Ensure local IT operations adhere to enterprise policies, cybersecurity requirements, technology standards, and applicable regulatory requirements.
Support internal and external audit activities and ensure identified technology issues or control deficiencies are addressed appropriately.
Maintain accurate technology asset inventories and support hardware and software lifecycle management.
Monitor operational performance and service metrics and identify opportunities to improve reliability, efficiency, employee experience, and service quality.
Participate in technology budgeting, forecasting, procurement, capacity planning, and investment prioritization as required.
Identify and manage operational technology risks, escalating significant risks to appropriate leadership.
Champion standardized processes and continuous improvement across India IT operations.
Qualifications
Required
Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, or a related field, or equivalent relevant professional experience.
Typically 8+ years of progressive information technology experience, including significant experience supporting enterprise IT operations.
Typically 3+ years of IT leadership, supervisory, or team-management experience.
Demonstrated experience managing IT operations in a corporate or professional-services environment.
Strong understanding of enterprise IT operations, including end-user computing, network and infrastructure services, identity and access management, collaboration technologies, IT service management, cybersecurity, and technology asset management.
Experience working within a geographically distributed or global IT organization.
Demonstrated ability to build effective relationships with senior business leaders and translate business requirements into technology priorities.
Strong incident management, problem-solving, prioritization, and escalation-management capabilities.
Excellent written and verbal communication skills, including the ability to communicate effectively with both technical teams and business executives.
Strong organizational skills with the ability to manage multiple operational priorities simultaneously.
Ability and willingness to collaborate regularly with U.S.-based colleagues across time zones.
Ability to work on-site in the Hyderabad office five days per week.
Ability and willingness to travel approximately 10–20% within India, including travel to the Noida office and other company locations.
Preferred
Experience supporting a large India delivery center, global capability center (GCC), professional-services organization, or similarly complex enterprise environment.
Experience coordinating IT operations across India and North America.
Experience with ITIL or other established IT service-management frameworks.
Experience supporting Microsoft enterprise technologies, cloud services, collaboration platforms, and modern workplace environments.
Familiarity with enterprise cybersecurity, risk management, compliance, and audit requirements.
Experience with technology budgeting, vendor management, procurement, and lifecycle planning.
ITIL, PMP, Microsoft, cloud, cybersecurity, or other relevant professional certifications.
Leadership Competencies
The successful candidate will demonstrate
Business Partnership: Builds credibility and trusted relationships with business leaders and understands how technology enables business objectives.
Operational Excellence: Maintains high standards for reliability, responsiveness, accountability, and service delivery.
Global Collaboration: Works effectively across cultures, geographies, organizational boundaries, and time zones.
Leadership: Creates clarity, develops people, establishes accountability, and leads effectively through change.
Communication: Communicates complex technology topics clearly and appropriately for the intended audience.
Judgment: Makes thoughtful decisions while appropriately balancing business requirements, technology standards, risk, and urgency.
Customer Focus: Approaches technology operations as a service to the business and continuously seeks to improve the employee experience.
Continuous Improvement: Identifies opportunities to simplify processes, improve service quality, reduce operational risk, and increase efficiency.
Work Environment & Travel
This position is based in Hyderabad, India and requires daily on-site presence in the Hyderabad office. The role is not intended to be a remote or hybrid position.
Because the position works closely with U.S.-based technology teams and leadership, periodic meetings outside standard India business hours may be required to support effective global collaboration.
Approximately 10–20% domestic travel within India is expected, including regular travel to the company's Noida office and occasional travel to other India locations as business needs require.
We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.
Our Benefits
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!
How You Can Grow
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!
More about Crowe
Crowe Capability Center – India, operating under the legal entity C3 India Delivery Centre LLP (formerly known as Crowe Horwath IT Services LLP) is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.
Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.
We are committed to a merit-based hiring process, evaluating all candidates consistently using objective, job-related criteria such as relevant experience, demonstrated skills, measurable impact, and alignment with the role’s responsibilities, and making employment decisions in a fair and inclusive manner free from discrimination.
