DTICI_Infra_TechOps_T6

Infrastructure Service Ownership

• Own operational health of global Infrastructure Services.
• Accountable for service availability, reliability, resilience, and performance.
• Govern service lifecycle from transition into operations through retirement.
• Ensure infrastructure platforms meet business, security, and regulatory requirements.
• Drive operational readiness and supportability of new technology initiatives.

Operational Governance & Service Excellence

• Establish and govern operational standards, SLOs, KPIs, OLAs, and runbooks.
• Lead operational review forums and service governance mechanisms.
• Monitor service performance and proactively address operational risks.
• Drive service maturity and operational excellence initiatives.
• Govern technical debt, lifecycle management, and platform sustainability.

Major Incident, Problem & Change Leadership

• Act as the senior escalation authority for critical infrastructure incidents.
• Lead technical decision making during major incidents and service disruptions.
• Drive root cause analysis and permanent corrective actions.
• Chair operational risk and change governance reviews.
• Ensure infrastructure changes are executed with minimal business impact.

Vendor & Service Provider Governance

• Own technical governance of managed service providers and outsourcing partners.
• Conduct monthly and quarterly service reviews.
• Ensure SLA and KPI commitments are consistently achieved.
• Drive service improvement plans and vendor performance optimization.
• Establish accountability and operational transparency across suppliers.

Security, Risk & Compliance

• Ensure infrastructure services operate in accordance with security policies and regulatory requirements.
• Partner with Cyber Security teams to manage vulnerabilities, patch compliance, and operational risk.
• Lead remediation activities arising from audits, assessments, and compliance reviews.
• Drive secure-by-design and operational resilience principles across services.

Continuous Improvement & Automation

• Develop and execute operational maturity and modernization roadmaps.
• Drive automation, AI-powered operations, self-healing capabilities, and platform observability.
• Simplify operational processes and eliminate recurring service issues.
• Promote a culture of continuous improvement and operational innovation.

Stakeholder Management

• Act as the primary operational representative for Infrastructure Services.
• Engage with Architecture, Service Management, Cyber Security, Business Functions, and Executive Leadership.
• Communicate service health, risks, investment needs, and improvement opportunities.
• Translate technical challenges into business-focused actions and outcomes.

• 12+ years of experience in Infrastructure Operations, Service Delivery, or Technology Leadership.
• 5+ years leading global infrastructure operations teams.
• Proven responsibility for large-scale outsourced service environments.
• Strong experience in IT Service Management, Operational Governance, and Infrastructure Lifecycle Management.
• Experience managing critical enterprise infrastructure in complex multinational environments.

• Strong stakeholder engagement and executive communication skills.

   

  Preferred Technical Expertise

• Digital Workplace & Endpoint Management
• Data Center & Hybrid Infrastructure
• Enterprise Networking & Connectivity
• ITSM / ITOM Platforms
• ServiceNow
• Infrastructure Observability & Monitoring
• Public Cloud & Hybrid Operations
• Automation & Orchestration Platforms
• Infrastructure Security & Compliance
• Financial Governance & FinOps