Associate Director - BAU Support

Role Purpose: We are looking for a seasoned BAU Support Leader to manage end-to-end production operations for a high-scale Cards Processing & Acquiring Platform. This role is accountable for 24x7 service reliability, incident resolution, customer escalations, and continuous operational improvement across L1, L2, and L3. In addition to running stable operations, the role will drive transformation of BAU through AI and automation, improving efficiency, reducing cost, and minimizing human dependency. The responsibilities we entrust you End-to-End BAU Operations Ownership Lead and govern L1, L2, and L3 support teams (~50 members) across a 24x7 operating model Ensure high availability, stability, and performance of the cards processing platform Drive structured shift management, escalation matrices, and handoffs Act as the single accountable owner for production support delivery and outcomes Incident & Problem Management Leadership Lead Major Incident Management (P1/P2) including coordinati...