Senior Director, Global IT Infrastructure & Service Operations

Global Infrastructure & Cloud Strategy (AI-Enablement Focus)

Own the end-to-end architecture, design, modernization, and operations of global IT infrastructure (cloud platforms, high-performance networking, compute clusters, storage, endpoints, identity, and collaboration tools) across US, China. Lead Microsoft-centric services (Microsoft 365, Intune, endpoint management, collaboration platforms) as the primary end-user and productivity backbone, while ensuring infrastructure supports integration and heavy usage of diverse AI tools.

• Build and maintain scalable, high-throughput infrastructure foundations suitable for AI workloads: GPU/accelerated compute resources, large-scale storage for datasets/models, low-latency networking, and elastic scaling capabilities — across cloud providers as needed to optimize performance, cost, and compliance.
• Drive simplification, standardization, technical debt reduction, disaster recovery, business continuity, and regulatory compliance (e.g., GxP/SOX if applicable) in a multi-region setup.

Global Networking & Connectivity

Architect and manage the global network stack, ensuring secure, reliable, high-performance connectivity across all sites and regions. Oversee enterprise networking solutions (e.g., Fortinet/Cisco/Meraki switches, routers, wireless, SD-WAN capabilities) for seamless hybrid/multi-site operations.

• Implement and maintain secure global connectivity solutions, including International Private Leased Circuits (IPLC), MPLS, or equivalent dedicated links for low-latency, high-bandwidth data transfer between US, China.
• Lead Zero Trust Network Access (ZTNA) and secure web gateway implementations (e.g., Zscaler platform) to enable always-on, secure remote/hybrid access with granular policy enforcement, threat protection, and data loss prevention.
• Manage always-on VPN solutions and secure remote access frameworks to support global workforce mobility while maintaining compliance and performance SLAs.

Security Infrastructure & Operations

Own the enterprise security stack in close collaboration with Infosec leadership, including next-generation firewalls (e.g., Fortinet, Palo Alto, or Cisco equivalents), intrusion prevention, endpoint detection/response, and unified threat management.

• Ensure infrastructure incorporates secure-by-design principles: encryption at rest/transit, identity federation, certificate management, vulnerability scanning, patching, and zero-trust architecture across network, cloud, and endpoints.
• Drive proactive security posture for AI tools and workloads (e.g., secure access to external LLMs, data privacy controls, model protection) while supporting rapid AI adoption.

Storage & Data Management

Oversee enterprise storage strategy, including on-prem SAN/NAS, cloud object/block storage, backup/recovery solutions, and data tiering/archiving to support massive datasets, AI training/inference, and business continuity. Ensure high-availability, performance storage with replication, snapshots, deduplication, and compliance-aligned retention policies across regions.

Endpoint & Mobile Device Management

Lead endpoint engineering and management for Windows, macOS, and mobile devices, including lifecycle management, patching, security baselines, and deployment automation. Own the Mobile Device Management (MDM) platform (e.g., JAMF for macOS/iOS ecosystems, integrated with Intune for cross-platform consistency) to enforce policies, secure corporate data, and enable productivity in a hybrid environment.

Service Management, Helpdesk & End-User Support

Build, lead, and scale the global Service Management/Helpdesk team for ticket/incident management, change control, 24/7 support, VIP assistance, and site operations. Deliver exceptional support for Microsoft services, business-critical systems, and AI tools (e.g., troubleshooting integrations, usage guidance).

• Design global end-user training on AI platforms, self-service tools, and best practices to boost adoption and reduce tickets.

Operational Excellence & Streamlining

Define and enforce global SLAs, KPIs, ITIL processes, observability, and automation to drive efficiency and measurable improvements. Streamline cross-region operations, eliminate redundancies, and leverage modern tooling for proactive management. Oversee vendor/MSP relationships, contracts, performance, and optimization while partnering closely with Security, Compliance, R&D, and AI/Data teams.

Partnership with AI & Data Engineering

Co-develop infrastructure roadmaps and capacity plans to support AI tools/workflows, including secure access to generative platforms, integration challenges, and performance tuning. Provide 24/7 operational support, monitoring, and scaling for AI environments while meeting SLAs for business and AI users. Champion enterprise-wide AI tool adoption via infrastructure enablement, end-user training, and streamlined access.

Leadership, Strategy & Governance

Lead multi-disciplinary global teams; mentor talent, build succession, and foster a culture of excellence. Align infrastructure strategy and budgets with business/AI priorities; deliver executive reporting and ROI analysis. Support site expansions, hybrid work and compliance while staying ahead of AI infrastructure trends.