Key Responsibilities

Service Delivery and Management

Own the end-to-end delivery of all IT infrastructure services, ensuring adherence to Service Level Agreements (SLAs) and operational targets.
Implement and manage IT Service Management (ITSM) processes, with a focus on Incident Management, Problem Management, Change Management, and Configuration Management .
Develop, maintain, and test the Disaster Recovery (DR) and Business Continuity Planning (BCP) strategy for all critical infrastructure.
Monitor service performance metrics, analyze trends, and implement continuous service improvement initiatives (CSI) .

Technical Leadership and Strategy

Lead the planning, design, and implementation of new infrastructure technologies and upgrades, aligning with the company's strategic goals.
Oversee the management of on-premises data centers, cloud infrastructure (e.g., AWS, Azure), network architecture, virtualization platforms, and storage solutions .
Manage vendor relationships and contracts for hardware, software, and managed services, ensuring optimal value and performance.
Maintain a robust and current understanding of emerging technologies and industry best practices.

Team Management and Financial Oversight

Lead, mentor, and develop a team of infrastructure engineers and support specialists.
Manage the annual operating and capital budgets for IT infrastructure, ensuring cost-effectiveness and transparency.
Establish clear performance goals for the team and conduct regular performance reviews.

Required Qualifications

Experience: 15+ years of progressive experience in IT, with at least 5 years in an IT Infrastructure Management or Service Management leadership role.
Technical Expertise: Strong working knowledge of:
Enterprise network architecture (TCP/IP, LAN/WAN, firewalls, VPNs).
Server operating systems (Windows Server, Linux).
Virtualization technologies (VMware, Hyper-V).
Cloud platforms (Azure or AWS preferred).
Storage and backup solutions.
Certifications: ITIL v3 or v4 Foundation certification is required; higher-level ITIL certifications (e.g., Intermediate, Expert) or related technical certifications (e.g., PMP, Cisco, Microsoft, Cloud) are highly desirable.

Skills and Competencies

Excellent communication and stakeholder management skills , with the ability to translate technical concepts for non-technical audiences.
Proven ability to manage critical incidents and lead technical teams under pressure.
Strong analytical and problem-solving skills with a focus on root cause analysis.
Demonstrated ability to manage budgets, forecasts, and vendor relationships effectively.

Infrastructure Lead