Lead and oversee a globally distributed, technically diverse IT operations team to ensure secure, reliable, and scalable services across infrastructure and endโuser platforms.
Responsibilities
- Lead and develop a globally distributed, technically diverse IT operations team.
- Ensure reliable, secure, and scalable IT operations across infrastructure and endโuser platforms.
- Design, implement, and mature ITILโaligned ITSM processes (Incident, Problem, Change, Request, Knowledge).
- Establish and operate an effective Major Incident Management (MIM) and onโcall/escalation model across regions/time zones.
- Own Disaster Recovery (DR) and Business Continuity Planning (BCP), including documentation, testing, and continuous improvement.
- Provide operational leadership for Microsoft platforms: Azure, Microsoft 365, and Intune.
- Own and oversee core infrastructure operations: network (WAN/LAN/WiโFi, internet circuits, firewalls), data centers/colocation (facilities coordination, racks/stack, power/cooling), telecom/voice, servers/compute, virtualization, storage, backup, and recovery.
- Drive monitoring/observability maturity (alert quality, event correlation, runbooks) and reduce noise while improving detection time.
- Own operational governance for patching, vulnerability remediation, endpoint/server hardening, and configuration standards (in partnership with Security).
- Champion configuration management and accurate asset/service inventories (CMDB), including dependencies required for DR and incident response.
- Own carrier and telecom/network vendor management, including circuit sourcing and renewals, SLA/OLA enforcement, cost optimization, and escalation through outages.
- Oversee vendor/managed service performance, including contract deliverables, service quality reviews, and escalation management.
- Establish and track operational KPIs, SLAs, and service health metrics; drive action based on trends and recurring issues.
- Map endโtoโend operational processes and drive measurable, continuous improvement initiatives through standardization and automation.
- Communicate clearly with executive stakeholders on risk, stability, and operational performance.
- Build Power BI and Tableau dashboards for executive reporting on IT infrastructure health.
Requirements
- 8+ years of IT operations experience within midโsize to enterprise environments.
- Proven leadership experience managing global or multiโregion IT operations teams.
- Handsโon experience supporting enterprise infrastructure, networking, telecom, virtualization, storage, backup, and Microsoft enterprise environments.
- Experience owning disaster recovery and business continuity planning initiatives.
- Experience building, implementing, or maturing ITSM platforms and ITILโaligned operational processes.
- Experience managing vendors, managed service providers, and operational budgets.
- Experience supporting alwaysโon, manufacturing, or productionโcritical environments preferred.
- Experience supporting security operations and identity management initiatives preferred.
- Experience leading infrastructure modernization projects, site deployments, and vendor transition initiatives preferred.
- Bachelorโs degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field preferred.
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