Director, IT Infrastructure

Role Overview

• Lead and develop a globally distributed, technically diverse IT operations team.
• Ensure reliable, secure, and scalable IT operations across infrastructure and end-user platforms.
• Design, implement, and mature ITIL-aligned ITSM processes (Incident, Problem, Change, Request, Knowledge).
• Establish and operate an effective Major Incident Management (MIM) and on-call / 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/Wi Fi, 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 end-to-end 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/Tableau dashboards for executive reporting on IT infrastructure health.

Requirements

• 8+ years of IT operations experience within mid-size to enterprise environments.
• Proven leadership experience managing global or multi-region IT operations teams.
• Hands-on 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 ITIL-aligned operational processes.
• Experience managing vendors, managed service providers, and operational budgets.
• Experience supporting always-on, manufacturing, or production-critical environments preferred.
• Experience supporting security operations and identity management initiatives preferred.
• Experience leading infrastructure modernization projects, site deployments, and vendor transition initiatives preferred.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field preferred.

Tech Stack

• Azure
• Firewalls
• ITSM
• Tableau