· Lead and manage Enterprise Infrastructure and IT Operations functions, including Service Desk, Systems/Infrastructure, Network, Telecom, End-User Computing, Cloud and Platform Engineering, DevOps Platform Services, and Reliability Engineering. | · Serve as a key advisor to senior leadership on matters of strategic and operational technology importance, influencing decision-making and driving proactive initiatives that strengthen service reliability, infrastructure resilience, scalability, security alignment, and business continuity. | · Develop and execute Enterprise Infrastructure and IT Operations strategies aligned with business goals, delivering measurable improvements in service quality, reliability, scalability, efficiency, cost optimization, and business continuity. | · Build and operate a metric-driven Enterprise Infrastructure and IT Operations organization, defining KPIs that measure service quality, platform reliability, infrastructure performance, user experience, operational resilience, and cost efficiency. | · Ensure high availability, performance, reliability, and scalability of enterprise systems, networks, telecom services, cloud platforms, shared platform services, and end-user environments. | · Establish and enforce IT service management processes, including Incident, Problem, Change, and Request, to drive consistency, accountability, and continuous improvement. | · Define and manage service levels, including SLAs/SLOs, ensuring alignment with business priorities, operational dependencies, and measurable outcomes. | · Drive continuous improvement in service desk performance, including first-call resolution, ticket reduction, user satisfaction, and self-service enablement. | · Oversee infrastructure operations across on-prem and cloud environments, including compute, storage, virtualization, backup/recovery, enterprise cloud platforms, and shared platform services. | · Oversee cloud and platform engineering capabilities, including enterprise cloud platforms, AWS governance, infrastructure-as-code, platform automation, and shared platform services. | · Oversee DevOps platform services, including shared CI/CD tooling, deployment platforms, engineering runtime services, and developer enablement platforms. | · Lead reliability engineering practices, including SRE practices, operational resilience, recovery engineering, observability engineering, and service reliability governance. | · Establish and maintain platform governance practices, including cloud operational standards, platform lifecycle governance, runtime architecture standards, and alignment with enterprise technology standards. | · Drive enterprise service ownership practices, including business service mapping, operational dependency management, service reliability governance, and end-to-end accountability for critical technology services. | · Ensure network and telecom reliability, scalability, and security across all locations and remote workforce environments. | · Manage end-user computing services, including device imaging, provisioning, asset lifecycle management, and hardware refresh programs. | · Lead continual optimization of infrastructure technologies, platforms, services, and resource utilization to improve performance, scalability, resilience, and cost efficiency. | · Drive a bias toward automation and technology-first solutions, reducing manual processes and increasing operational scalability. | · Leverage automation and AI capabilities to scale Enterprise Infrastructure and IT Operations, improve incident response, enable predictive operations, enhance self-service, and improve platform reliability. | · Implement monitoring, observability, and alerting practices to proactively identify and resolve issues before business impact. | · Manage vendor relationships, contracts, and service performance across infrastructure, cloud, platform, telecom, and end-user services. | · Partner with Information Security to ensure operational compliance with security standards, including patching, endpoint protection, network controls, cloud governance, platform controls, and secure operational practices. | · Develop and manage Enterprise Infrastructure and IT Operations budgets, optimizing cost efficiency while maintaining or improving service quality, reliability, scalability, and resilience. | · Establish strong, business-oriented partnerships across functions, ensuring IT services, infrastructure platforms, and shared technology services directly support business outcomes and priorities. | · Share knowledge, mentor, and educate stakeholders with regard to the company's Enterprise Infrastructure and IT Operations initiatives, opportunities, and challenges. | · Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback. | · Responsible for managerial matters such as performance appraisals and goal setting, promotions, salary recommendations, and staffing in accordance with the company hiring process, personnel policies, and budget requirements. | · Perform additional duties as assigned to support evolving business needs. |
|
|
