Infrastructure Operations Lead

Infrastructure Operations & Technical Leadership

• Manage and support enterprise infrastructure environments across on-premises and cloud platforms.

• Automate infrastructure provisioning, configuration, and lifecycle management using Infrastructure as Code (IaC) tools such as Terraform and Ansible.

• Manage and monitor infrastructure performance, capacity, availability, and reliability using modern observability platforms such as Prometheus, Grafana, ELK, and Loki.

• Implement and maintain security hardening, patch management, vulnerability remediation, and compliance controls across infrastructure environments.

• Troubleshoot complex infrastructure issues, perform root cause analysis (RCA), and drive timely resolution of incidents and problems.

• Support disaster recovery (DR), business continuity planning, and resilience initiatives.

• Maintain accurate technical documentation, architecture diagrams, automation workflows, operational runbooks, and standard operating procedures (SOPs).

Service Ownership & Customer Engagement

• Act as a technical lead for assigned infrastructure services and customer environments.

• Participate in customer reviews, technical discussions, governance meetings, and service improvement initiatives.

• Build strong working relationships with customers, stakeholders, and internal teams to ensure a high level of customer satisfaction.

• Understand customer business priorities and proactively identify opportunities to improve service quality, efficiency, and customer experience.

• Provide technical guidance during major incidents, escalations, and critical service situations.

Process Improvement & Operational Excellence

• Identify opportunities to improve operational efficiency, service quality, and customer experience.

• Drive standardization, simplification, and optimization initiatives across infrastructure operations.

• Lead continuous improvement efforts using Lean and operational excellence principles.

• Collaborate with global infrastructure and operations teams to establish and promote best practices.

• Drive measurable improvements in operational effectiveness, service reliability, and customer outcomes.

Automation, AI & Innovation

• Drive automation initiatives to reduce manual effort and improve service reliability.

• Explore and implement AI and GenAI-driven operational improvements and intelligent automation use cases.

• Collaborate with automation teams to modernize operational processes and workflows.

• Evaluate emerging technologies and recommend innovative solutions that improve operational efficiency, service reliability, and business outcomes.

• Measure and communicate the business value and outcomes achieved through automation and innovation initiatives.

Leadership & Collaboration

• Provide technical leadership, mentoring, and coaching to team members while fostering competency development and knowledge sharing.

• Coordinate activities across global and multi-region teams to ensure seamless service delivery.

• Influence stakeholders and drive cross-functional initiatives without direct authority.

• Lead cross-functional initiatives involving operations, automation, process improvement, and service transformation.

• Demonstrate strong social competency by building relationships, influencing stakeholders, and collaborating effectively across global teams and functions.

Foster a culture of ownership, accountability, collaboration, and continuous learning.