Senior Director, Infrastructure & Operations

Role Overview

• Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems.
• Own uptime and SLA performance (99.9%+ availability) for critical services.
• Establish alerting, escalation, and Major Incident Management processes.
• Reduce MTTR through automation, runbooks, and post-incident reviews.
• Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts.
• Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness.
• Govern Group Policy, identity standards, and security baselines.
• Lead identity lifecycle management including provisioning, RBAC, and privileged access controls.
• Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms.
• Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing.
• Implement and optimize monitoring platforms across infrastructure and identity systems.
• Improve alert quality through tuning and proactive detection.
• Lead Tier 1 triage and Tier 2 escalation.
• Oversee Root Cause Analysis and corrective action tracking.
• Direct global IT Helpdesk operations.
• Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs.
• Oversee identity-related support including MFA and access governance.
• Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration.
• Deploy knowledge management to improve first-call resolution.
• Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints.
• Lead hybrid integrations and data center operations.
• Ensure Business Continuity and Disaster Recovery readiness.
• Align operations with security tooling including SIEM and EDR.
• Establish ITSM disciplines including incident, problem, change, configuration, and access management.
• Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health.
• Manage vendors, contracts, and operational budgets.
• Partner cross-functionally to align service delivery with business priorities.
• Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements.
• Maintain documented infrastructure and identity controls for audits.

Requirements

• 15+ years of IT infrastructure, NOC, or service delivery leadership.
• 8+ years leading global NOC or Helpdesk teams.
• Deep expertise in Active Directory and hybrid identity design.
• Proven record delivering 99.9%+ uptime in mission-critical environments.
• Experience with AWS, GCP, ITSM, and enterprise monitoring tools.
• Strong vendor and budget management experience.
• Preferred: CISSP, Microsoft identity certification, ITIL, and cloud certifications. Bachelor’s degree in Business, Information Systems, or related field.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• ITSM

Benefits

• Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.