Job Description

Key Responsibilities

Service Delivery Leadership

Own end-to-end delivery of infrastructure operations across data centers, campus sites, branch locations, container platforms, and cloud environments.
Ensure achievement of contractual SLAs, OLAs, KPIs, availability commitments, and service-quality targets.
Provide clear executive reporting on service health, risks, performance trends, capacity, and improvement plans.
Act as the single point of accountability for service performance, escalations, and customer satisfaction.

Infrastructure Operations Management

Provide leadership across Network, Database, Unix, Linux, Windows, Middleware, Branch Server, OpenShift, Cloud, Virtualization, Storage, Backup, Disaster Recovery, Active Directory, and Identity Services.
Ensure platform availability, performance, capacity, patching, lifecycle management, monitoring, and operational readiness.
Coordinate technology towers to resolve cross-platform issues and deliver integrated infrastructure outcomes.
Maintain operational documentation, standards, runbooks, support models, and escalation matrices.

People and Organization Leadership

Lead, engage, and develop a workforce of 200+ associates across multiple technology towers, locations, shifts, and service partners.
Manage workforce planning, staffing, onboarding, utilization, skills alignment, succession planning, and retention.
Coach tower leads, service managers, subject-matter experts, and engineering teams.
Build a culture of ownership, collaboration, inclusion, innovation, and continuous learning.

Service Management and Operational Governance

Govern Incident, Major Incident, Problem, Change, Release, Capacity, Availability, Configuration, and Service Continuity Management.
Lead critical incident response, stakeholder communications, root-cause analysis, corrective actions, and prevention tracking.
Establish service reviews, operating rhythms, control mechanisms, escalation paths, and continuous service improvement plans.
Drive improvements in MTTR, incident recurrence, change success, automation coverage, availability, and customer experience.

Customer, Stakeholder, and Vendor Management

Build trusted relationships with business stakeholders, platform owners, application teams, security, compliance, procurement, and executive leadership.
Lead weekly, monthly, and quarterly governance reviews with concise performance, risk, and decision-oriented reporting.
Manage multi-vendor and partner performance against contractual commitments and improvement plans.
Translate business priorities into infrastructure roadmaps, capacity plans, and service enhancements.

Financial and Commercial Management

Manage budgets, forecasts, resource utilization, cost controls, and financial performance for the service portfolio.
Drive cost optimization across labor, licensing, infrastructure consumption, maintenance, and cloud services.
Support statements of work, contract governance, demand planning, service expansion, and commercial discussions.
Balance operational resilience, customer outcomes, and cost efficiency in investment decisions.

Risk, Security, Compliance, and Resilience

Ensure compliance with organizational policies, cybersecurity standards, audit requirements, contractual controls, and applicable regulatory obligations.
Govern patching, vulnerability remediation, privileged access, hardening, backup assurance, disaster recovery testing, and business continuity readiness.
Maintain service risks, dependencies, exceptions, mitigation actions, and executive escalation mechanisms.
Promote a control-conscious operating model suitable for critical and regulated environments.

Transformation and Continuous Improvement

Drive automation, infrastructure-as-code, observability, AIOps, self-service, and self-healing opportunities.
Lead platform modernization, technology refresh, cloud adoption, consolidation, standardization, and technical-debt reduction.
Use operational data to identify recurring failure patterns, productivity opportunities, and service-quality improvements.
Embed measurable benefits realization and structured change adoption into transformation initiatives.

Required Experience and Qualifications

15+ years of experience in Infrastructure Services, technology operations, or service delivery.
8+ years in senior service delivery, operations, or program leadership roles.
Demonstrated experience leading large, multi-disciplinary teams of 200+ associates in a 24x7 environment.
Experience supporting enterprise data centers, campus sites, branches, hybrid cloud, and business-critical platforms.
Strong knowledge of ITIL-based service management, operational governance, major incident management, and continuous improvement.
Experience managing multiple vendors, contracts, senior stakeholders, budgets, and complex service portfolios.
Experience in BFSI or another highly regulated environment is preferred.
Bachelor degree in Engineering, Computer Science, Information Technology, or a related discipline. Postgraduate management qualification is advantageous.

Technical and Domain Knowledge

Enterprise networking: LAN, WAN, SD-WAN, wireless, routing, switching, firewalls, load balancers, and network monitoring.
Database platforms: Oracle, Microsoft SQL Server, MySQL, PostgreSQL, MongoDB, and related operational services.
Unix, Linux, Windows Server, directory services, virtualization, middleware, and branch server platforms.
Kubernetes and Red Hat OpenShift platform operations, including availability, capacity, upgrades, monitoring, and support governance.
Public, private, and hybrid cloud services, preferably Microsoft Azure and/or AWS.
Storage, backup, recovery, disaster recovery, infrastructure monitoring, observability, automation, and configuration management.
Security operations, vulnerability remediation, patch governance, privileged access, audit evidence, and control compliance.