Head of Infrastructure and Employee Services

About the role

Evaluate system performance, identify improvements, and implement innovative solutions to enhance functionality and user experience. Advance IT capabilities to increase productivity, safeguard intellectual property, and collaborate with Product Engineering to improve Zoom products.

Responsibilities

• Oversee a team of approximately 70 individuals across seven global locations, managing strategy, planning, and delivery of IT infrastructure and end-user services.
  • End-user services, network solutions, technical support, security policy implementation, product testing, engineering infrastructure support, and vendor coordination.
• Lead a global team to oversee, operate, and support essential corporate IT services and product engineering labs, including Identity and Access Management (IAM).
• Manage EndPoint solutions, Unified Communications, Service operations, and multiple XaaS-based applications effectively.
• Leverage Infrastructure as Code while utilizing artificial intelligence and automating employee services to enhance efficiency and streamline processes effectively.
• Identify and drive strategic investments aimed at reducing technical debt effectively and efficiently.
• Enable Zoom-on-Zoom while collaborating with product teams to deliver essential input on feature gaps and product-related issues.
• Analyze business requirements to design and optimize system functionalities for improved operational efficiency and scalability.
• Enhance Zoom workforce productivity by creating and providing innovative workplace technologies and connectivity solutions for end users.
• Mature IT's role as Customer Zero for products, providing operator and end-user experience insights to support product development at Zoom.
• Monitor system performance and identify opportunities for enhancements to maintain reliability and minimize downtime.

Requirements

• Hold qualifications in Computer Science, Engineering, MIS, or possess equivalent professional experience.
• Bring 15 years of experience leading IT Infrastructure Technology and Operations, including 5 years in senior management at VP or Senior Director levels.
• Manage extensive global IT teams within organizations exceeding 10,000 employees.
• Lead enterprise service support roles, overseeing multiple leaders in large-scale firms.
• Expertise in planning, designing, and implementing scalable XaaS-based solutions and on-premise IT infrastructure with 24/7 global support services.
• Expertise in managing a worldwide IT infrastructure and support team using agile practices and Site Reliability Engineering (SRE) methodology.
• Expertise in AI/ML, GenAI solutions, and their application in Service Desk or IT support environments.
• Practical experience in aligning infrastructure and operations with frameworks such as NIST, SOX, SOC, and other industry standards.
• Expertise in technologies like Identity and Access Management (Okta, SailPoint), operating systems (macOS, Windows, Linux), and Endpoint Management (Workspace One, Jamf, InTune, VDI).
• Utilization of tools for Vulnerability Management (Qualys, Tenable), Unified Communications (Zoom, Google Workspace, Proofpoint, SendGrid), and Service Management (ServiceNow, Jira, PagerDuty).
• Experience with Infrastructure-as-a-Service platforms (AWS, GCP).

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

Pay

Minimum Salary Range or On Target Earnings: $194,900.00 Maximum $426,300.00

Schedule

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations.