- Define and execute the roadmap for infrastructure services, ensuring alignment with business goals and digital transformation initiatives.
- Partner with global and regional IT leaders to deliver secure, scalable, and efficient technology solutions.
- Lead the design, deployment, and optimization of Azure Virtual Desktop environments.
- Drive cost-efficiency and end-user performance improvements across the virtual desktop estate.
- Manage the strategy, implementation, and support of Genesys Cloud.
- Collaborate with business leaders to optimize customer experience.
- Oversee design, security, and operations of enterprise network infrastructure including LAN, WAN, SD-WAN, VPN, and Wi-Fi.
- Lead network modernization and performance initiatives with a focus on resilience and uptime.
- Direct day-to-day IT operations including monitoring, incident management, change management, and capacity planning.
- Ensure IT services are delivered with minimal disruption and meet or exceed SLAs and compliance standards.
- Lead operational risk management and business continuity planning for infrastructure services.
- Oversee lifecycle management of IT assets.
- Implement and manage endpoint security, patching, and configuration standards across the enterprise.
- Drive user productivity initiatives including device standardization, self-service tools, and automation.
- Manage IT support teams to provide timely and effective resolution of issues.
- Lead, mentor, and develop cross-functional infrastructure and support teams.
- Foster a culture of innovation, accountability, and continuous service improvement.
- Serve as the escalation point for high-impact incidents and major operational issues.
Qualification
- Associate or bachelor's degree in computer science or related discipline, relevant experience may substitute for the degree
- 15+ years of progressive IT infrastructure experience, including 5+ years in a senior leadership role.
- Proven expertise in:
- AVD and cloud-based desktop services
- Genesys voice platforms (Cloud)
- Network architecture and operations
- IT operations frameworks (ITIL, ServiceNow, monitoring tools)
- Strong track record of leading IT teams in high-availability and customer-facing environments (BPO, telco, or enterprise preferred).
- Excellent leadership, stakeholder engagement, and communication skills.
- Relevant certifications (ITIL, Microsoft, Cisco, Genesys, etc.) are a plus.
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