Associate Director, Platform Services

Morningstar's frontline Platform Services team, based in Mumbai, provides support functions for the Global Platform Services organization. The team handles incidents (24x5 coverage with on-call weekends) and service requests escalated from Morningstar's monitoring, service desk, and desktop support employee experience groups, working in close collaboration with third-line engineering teams based in North America, EMEA, and APAC.

Morningstar is looking for a highly motivated and collaborative Associate Director of Platform Services to lead a team based in our Navi Mumbai office. The ideal candidate thrives on new experiences and challenges, enjoys leading a team with global responsibility, and is passionate about implementing and improving processes with an emphasis on quality outcomes.

This role leads a team of 3 direct reports (2 Senior Managers, 1 Manager), overseeing a total team of 29 across shifts. While day-to-day coverage and on-call rotation are managed by the Senior Managers and Manager, the Associate Director is expected to be available for escalation on major incidents or high-severity issues.The successful candidate will play an instrumental role in recruiting, building, and maintaining the current support team, and in advancing the team's technology support capabilities. These capabilities include troubleshooting, break/fix, configuration, upgrades, and project work. Candidate will also grow team maturity through process creation, automation, and standardization. Experience applying AI to meaningfully improve support operations and efficiency is a requirement.

Interested candidates should have a proven track record leading a team focused on global support or global operational output, a technical management background, a solid understanding of Platform Services technologies, and highly effective English communication skills.

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