Director, IT Infrastructure

Position Summary

The Global IT Operations Director is accountable for the stability, resilience, and continuous improvement of enterprise IT operations across a global footprint, including network, data center, and telecom services. This role requires a technically credible leader who can manage a diverse operations team while remaining hands-on during critical incidents and escalations.

Essential Duties & Responsibilities

• 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/WiFi, 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/OCA 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.

Qualifications

• Knowledge, Skills, and Abilities:

  • Strong knowledge of enterprise IT operations within mid-size to large global organizations.

  • Strong technical knowledge of enterprise infrastructure technologies including WAN/LAN, Wi-Fi, internet circuits, firewalls, data center/colocation operations, telecom/voice systems, compute, virtualization, storage, backup, and endpoint management environments.

  • Proficiency with Microsoft Azure, Microsoft 365, Intune, and related Microsoft enterprise technologies.

  • Knowledge of disaster recovery (DR), business continuity planning (BCP), recovery objectives (RTO/RPO), and operational resiliency practices.

  • Knowledge of ITSM frameworks and ITIL-aligned operational processes, including incident management, change control, and service delivery best practices.

  • Working knowledge of identity and access management concepts within Microsoft ecosystems, including Entra ID/Azure AD and operational security practices.

  • Experience with monitoring, observability, and operational analytics tools, including alerting, dashboards, and trend analysis.

  • Strong analytical and reporting skills with proficiency in Excel and experience using Power BI or Tableau.

  • Strong process mapping, documentation, standardization, and continuous improvement capabilities, including development of operational runbooks and knowledge practices.

  • Strong leadership, vendor management, and cross-functional collaboration skills within global or multi-region environments.

  • Excellent written and verbal communication skills, including the ability to translate technical operations into business impact for technical and non-technical stakeholders.

  • Ability to balance strategic oversight with hands-on operational problem solving in fast-paced, production-critical environments.

  • Ability to manage multiple priorities, drive operational discipline and automation, and maintain service quality within budget constraints.

  • Strong project and program execution capabilities supporting infrastructure modernization, operational transitions, and continuous improvement initiatives.

• Experience:

  • 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.

• Education:

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field preferred.

  • Equivalent combination of education and relevant professional experience may be considered.

• Certifications (Preferred):

  • ITIL certification preferred.

  • Relevant industry certifications such as CCNA, CCNP, Microsoft Azure certifications, or telecom/voice platform certifications are a plus.