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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.
