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Senior Director

3 months ago

chennai, India Condé Nast Technology Lab Full time

Senior Director, Infrastructure


Condé Nast is a global media company, home to iconic brands including Vogue, The New Yorker, GQ, Glamour, AD, Vanity Fair and Wired, among many others. The company's award-winning content reaches 84 million consumers in print, 367 million in digital and 379 million across social platforms, and generates more than 1 billion video views each month.

The company is headquartered in London and New York, and operates in 32 markets worldwide, including China, France, Germany, India, Italy, Japan, Mexico & Latin America, Russia, Spain, Taiwan, the U.K. and the U.S., with local license partners across the globe.


Job Location: Chennai


About the Role:

As Senior Director, Global Support Operations & Infrastructure you will lead our Global Support Operations, capability which provides 24x7 L1 and L2 support across all products and services from our Chennai and Bangalore offices, IT Service Management (ITSM) and our Infrastructure platforms capability, which combines L3 support and project delivery across servers, storage and database administration for global on-premise and Cloud-based infrastructure.


The Senior Director, Global Support Operations & Infrastructure is based in Chennai and reports into Vice President, Global Support & Infrastructure (based in the UK)


About You:

  • Experience of supporting various technologies and a good understanding of their eco systematic workflows
  • Experience of running a 24 x 7 support service across multiple locations
  • Experience working with technical and non-technical stakeholders
  • Good at problem solving and has the appropriate technical skills to manage the day to day tasks.
  • Experience of both ITIL and Agile methodologies
  • Experience of working for a Global Organisation supporting colleagues across multiple countries
  • Proven ability to drive change and implement optimisation opportunities
  • Experience of building new teams from the ground up as well as working with and building a scaling a team
  • Knowledge and experience of working to support best practices
  • Experience working Collaboratively and cross-functionally
  • Experience of supporting and troubleshooting issues
  • Good understanding of web, application servers and their supportive components.
  • Ability to communicate effectively with software engineers, Product managers and Subject matter experts.
  • Strong personal organisation skills, ability to prioritise and multitask.
  • Adaptable to change
  • Proven ability to implement solutions to operational challenges which have had a clear impact on business outcomes.
  • Must be a strong influencer with experience of managing c-level stakeholders.
  • Strong communication skills and confidence in presenting ideas to senior leaders.


Key Responsibilities:

  • Leadership of two senior leaders (Director Level), three managers (ITSM, Servers & Storage and DBA) and a wider team of 80+ providing Level 1 and Level 2 Support, and L3/L4 Infrastructure delivery, for all Condé Nast Markets 24x7
  • Lead, coach and develop high performing global teams who operate within Condé Nast Technology Labs
  • Act as the coordination point across CN Technology teams, senior management, and local markets to identify and address interdependencies and bottlenecks, and to ensure our overall operational approach balances velocity and quality of delivery
  • Monitor issues and ensure that development teams are aware of emerging trends and growing problems.
  • Leverage technical solutions to create efficiencies in business processes
  • Own issue resolution for cases escalated up to senior management (this may sometimes include out of hours escalations via PagerDuty)
  • Own the design of the support model for Global Support Operations which includes policies, processes, people and technology in alignment with the wider Global Support and Technology Teams.
  • Drive Infrastructure optimization and standardization projects, and operational support and cost efficiency, across both on-premise Infrastructure (primarily Nutanix) and also Cloud infrastructure (primarily AWS)
  • Build strong relationships with all internal stakeholders to create and maintain processes for the team to work effectively and efficiently cross functionally
  • Use metrics as a performance indicator to drive improvements within processes, platform and team for the benefit of our end users
  • Seek to implement optimisations to ways of working
  • Drive any changes required to support business priorities relating to Support and automation/self serve improvements
  • Project manage the implementation and roll out of new support tools for Global Support Operations
  • Identify training opportunities and tooling needs for the Product Support operation and Infrastructure teams
  • Identify key CN Technology stakeholders and work with the Technology teams to contribute and improve relationships.
  • Identify potential improvements that can enhance the overall efficiency, and effectiveness of the Global Support Operations function
  • Work on cross-team projects with CN Technology and Technical teams acting as lead and expert for Global Support Operations and Infrastructure.
  • Work with the VP, Global Support & Infrastructure to define and implement the ongoing strategy for Global Support Operations