Indegene - Technology Program Manager - AI/ML Domain

Role Summary :

The Technology Program Manager will own end-to-end program management and governance for a portfolio of technology programs and platforms across the enterprise spanning enterprise platforms, AI/ML and GenAI products, cloud and infrastructure, and API-integration and product-engineering programs. This individual will drive predictable delivery across multiple, concurrent client engagements while ensuring the stable, secure, and scalable steady-state operation of the platforms they support.

The role requires close collaboration with Engineering, Product, Business, Security, and Infrastructure teams to drive predictable outcomes, operational excellence, and a no-surprises delivery model with minimal escalations across all engagements.

We are especially keen on PMs with Tech products / services experience e.g. enterprise platforms, AI/ML & GenAI products, cloud/infra, and API-integration & product-engineering programs.

Key Responsibilities :

Program Leadership :

- Own end-to-end delivery accountability for a portfolio of technology programs enterprise platforms, AI/ML & GenAI products, cloud/infra, and API-integration & product-engineering programs spanning pilots, scaled deployments, and enterprise rollouts.

- Define program strategy, set measurable goals, and drive delivery in fast-moving, often ambiguous environments where both the business problem and the technical solution are still taking shape.

- Lead, mentor, and scale Program Managers and delivery squads handling complex, multi-stakeholder initiatives.

- Establish and enforce delivery standards, governance frameworks, execution rhythms, roadmaps, and release schedules across all programs.

- Apply strong technical judgment to challenge assumptions, simplify complex architectures, and keep engineering teams focused on solving the right problems in the right way.

- Proactively manage risks, dependencies, and cross-program / critical-path conflicts to ensure on-time, on-budget delivery.

Steady-State Platform & Operations Management :

- Oversee steady-state delivery and operational health of the platforms in your portfolio including availability, performance, reliability, and scalability.

- Define and manage SLAs, KPIs, and operational metrics for platforms and services.

- Ensure a smooth transition from build to run, with clear ownership, runbooks, and support models.

Support & Incident Management :

- Set up and scale technical support desks (L2/L3), including processes, tooling, staffing, and escalation paths.

- Ensure rapid incident resolution, root-cause analysis, and continuous improvement to reduce repeat issues.

- Drive a strong first-time-right culture to minimize client escalations and operational disruptions.

Stakeholder & Cross-Functional Management :

- Act as the senior delivery interface across Engineering, Product, Business, Security, and Infrastructure teams.

- Serve as the primary point of contact for program communications with leadership including deep dives, operational reviews, and status reporting.

- Build trusted relationships with client stakeholders and ensure delivery transparency and confidence.

- Anticipate and neutralize potential escalations before they reach senior leadership or clients.

Client Management & Experience :

- Own the client relationship and experience throughout the programs maintaining trust, transparency, and confidence at every stage.

- Treat exceptional client experience as a core program outcome anticipate concerns, manage expectations, and ensure sponsors and clients feel the value delivered at each milestone.

- Own, track, and continuously improve client-experience metrics Net Promoter Score (NPS) and CSAT scores using feedback to drive concrete improvements across the program.

- Build enduring client partnerships that extend beyond the current program, positioning Indegene as a trusted long-term partner.

Governance, Quality & Continuous Improvement :

- Establish strong governance for programs including compliance, security, data privacy, and, where relevant, responsible-AI considerations.

- Define KPIs/SLAs used to drive business outcomes, and report progress and trade-offs clearly to senior leadership.

- Build scalable mechanisms and processes that improve delivery velocity, quality, and cost efficiency across programs and platforms.

- Leverage data and insights to identify systemic issues and implement corrective actions at scale.

Required Experience & Qualifications :

- 8+ years of experience in technology delivery, technical program management, or large-scale enterprise implementations.

- Proven experience managing technical programs across cross-functional teams, working directly with software engineering and product teams, and coordinating roadmaps and release schedules.

- Hands on experience with tools like Jira, MS Projects, or equivalent.

- Hands-on experience delivering and operating one or more of : enterprise platforms, AI/ML & GenAI products, data platforms, cloud-native / infrastructure programs, or API-integration & product-engineering programs.

- Strong grounding in project-management disciplines scope, schedule, budget, quality, along with risk and critical-path management.

- Strong understanding of SDLC, Agile, and hybrid delivery models, plus platform operations and steady-state run.

- Bachelors degree in Computer Science, Engineering, or an equivalent combination of technical education and experience. Recognized certifications (Agile, Scrum, or equivalent).

- Excellent stakeholder management and executive communication skills.

Preferred Experience :

- A software development background or hands-on technical depth (architecture, data structures, integrations, big-data or ML concepts).

- Program certifications (PMP, PRINCE2, or equivalent).

- Experience with GenAI/LLMs, AI platforms, MLOps, or data-intensive systems.

- Experience defining KPIs/SLAs used to run multi-million-dollar businesses and reporting to senior leadership.

- Exposure to regulated or high-compliance environments (life sciences, BFSI, healthcare, etc.).

- Experience setting up global or distributed delivery and support teams.

Leadership Competencies :

- Strong ownership mindset with a bias for execution and outcomes.

- Ability to operate calmly under pressure and resolve ambiguity.

- Structured thinker with exceptional problem-solving and technical judgment.

- Influential leader who can align diverse teams without formal authority.

Success Metrics :

- On-time, on-budget delivery of technology programs with minimal escalations.

- High platform stability, SLA adherence, and support effectiveness.

- Strong client satisfaction and trust in delivery outcomes.

- Exceptional client experience, evidenced by strong and improving NPS and CSAT scores.

- Scalable delivery and support models that grow with the portfolio.

(ref:hirist.tech)