Manager - IT Applications (Digital Solutions & Technical Project Management)

JOB PURPOSE:

The Manager – IT Applications (Digital Solutions & Technical Project Management) is responsible for the strategy, implementation, enhancement, and lifecycle management of business-critical applications supporting guest experience, ticketing, food & beverage, customer relationship management (CRM), loyalty, marketing, digital engagement, and enterprise operations at Jio World Centre. The role partners closely with business stakeholders to deliver innovative technology solutions, lead digital transformation initiatives, manage application modernization projects (including AI enabled automations), and ensure secure, scalable, and highly available application ecosystems that enhance operational efficiency and customer experience.

JOB ACCOUNTABILITIES:

• Manage the complete lifecycle of enterprise applications, including implementation, enhancements, upgrades, integrations, maintenance, and end-of-life planning.
• Lead the delivery of digital transformation initiatives and technical projects using Agile, Scrum, or Waterfall methodologies, ensuring delivery within approved scope, budget, quality, and timelines.
• Partner with business stakeholders across Marketing, Events, Ticketing, Food & Beverage, Guest Experience, Finance, and Operations to understand business needs and translate them into technology solutions.
• Develop application roadmaps, modernization strategies, and technology improvement plans aligned with organizational objectives.
• Ensure high availability, scalability, reliability, disaster recovery readiness, and business continuity of all business-critical applications.
• Drive enterprise integration between applications such as POS, Ticketing, CRM, Loyalty, Payment Gateways, ERP, Mobile Applications, Digital Platforms, Marketing Automation, and third-party systems.
• Manage application releases, patch management, change requests, version control, and deployment activities while minimizing operational disruption.
• Establish and monitor application support governance through defined SLAs, KPIs, SOPs, dashboards, and service improvement initiatives.
• Lead incident, problem, change, release, and root cause analysis (RCA) activities to improve application stability and service quality.
• Manage technology vendors, implementation partners, OEMs, and managed service providers, ensuring contractual compliance, service excellence, and SLA adherence.
• Monitor application performance using Application Performance Monitoring (APM) and observability tools, proactively identifying performance bottlenecks and implementing preventive measures.
• Ensure compliance with cybersecurity standards, PCI-DSS, ISO 27001, enterprise information security policies, data privacy regulations, and secure application development practices.
• Maintain application architecture documents, integration specifications, technical documentation, disaster recovery procedures, and audit records.
• Identify opportunities to improve operational efficiency through automation, AI-enabled solutions, workflow optimization, and emerging digital technologies.
• Support capacity planning, infrastructure readiness, and technology preparedness for major events, exhibitions, performances, and business-critical operations.
• Conduct stakeholder reviews, governance meetings, vendor performance reviews, and project status updates to ensure alignment with business objectives.
• Provide technical guidance, mentoring, and knowledge sharing to application support teams while promoting continuous improvement and innovation.
• Deliver functional and technical training to business users to maximize adoption and effective utilization of enterprise applications.
• Stay abreast of emerging technologies, digital platforms, AI capabilities, cloud services, and industry best practices, recommending technology innovations that enhance business value and guest experience.

COMPETENCIES & SKILLS:

• Strong understanding of enterprise application architecture, application lifecycle management, system integrations, and modern digital platforms.
• Hands-on knowledge of enterprise applications and technologies such as POS, CRM, Loyalty, Ticketing, Payment Gateways, along with REST APIs, SOAP, OAuth/SSO, and enterprise integration methodologies.
• Good understanding of cloud platforms (Microsoft Azure, AWS, or GCP), DevOps practices, CI/CD, and application monitoring tools such as Dynatrace, Splunk, Grafana, or AppDynamics.
• Sound knowledge of IT service management, application support, release management, governance, cybersecurity best practices, and application modernization initiatives.
• Strong technical project management capabilities with experience in delivering multiple concurrent technology and digital transformation initiatives.
• Excellent analytical, troubleshooting, stakeholder management, vendor management, communication, negotiation, and presentation skills.
• Ability to manage multiple priorities in a dynamic, event-driven environment while demonstrating strong leadership, planning, documentation, and governance capabilities.
• Exposure to AI usage and integration.

QUALIFICATIONS:

• Bachelor's or Postgraduate Degree in Computer Engineering, Information Technology, Computer Science, or a related discipline.
• Certifications in Application Development technologies, Project Management (PMP, PRINCE2, Agile/Scrum), or IT Service Management (ITIL) will be an added advantage.
• Cloud certifications (Microsoft Azure, AWS, Google Cloud) and AI or Digital Transformation certifications are desirable.

EXPERIENCE:

• 9–12 years of relevant experience in enterprise application development and management, digital solutions, and technical project management.
• Experience in managing enterprise applications, system integrations, vendors, and digital transformation initiatives within large organizations.
• Experience in hospitality, convention centres, entertainment venues, retail, airports, or other customer-centric environments will be preferred.