Technical SDM- IT Infra

1. Service Delivery & Operations

• Lead end-to-end IT Infrastructure Operations covering network, servers, cloud, storage, virtualization, security, and database platforms.
• Oversee 24x7 service delivery ensuring uptime, performance, and compliance with defined SLAs and KPIs.
• Drive incident, problem, change, and release management adhering to ITIL processes and ISO standards.
• Own operational governance, weekly/monthly service reviews, and improvement plans.
• Define and monitor service catalogs, SOPs, and runbooks for all infrastructure domains.

2. Cloud & Infra Strategy

• Manage hybrid infrastructure including SaaS, PaaS, and IaaS environments (Azure, AWS, GCP, Oracle Cloud).
• Lead migration, modernization, and optimization initiatives to enhance scalability and cost efficiency.
• Ensure robust backup, DR, and business continuity strategies are in place and tested periodically.
• Drive automation and infrastructure-as-code (IaC) adoption for faster, consistent, and compliant delivery.

3. Process Excellence & Governance

• Implement and continuously improve ITSM processes in alignment with ITIL v4 frameworks.
• Establish and track Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all service towers.
• Lead Root Cause Analysis (RCA) for critical incidents and ensure preventive actions are implemented.
• Collaborate with security and compliance teams to meet audit, ISO, and regulatory requirements.

4. Financial & Vendor Management

• Manage annual IT budgets, cost optimization, and forecast planning for infra and cloud operations.
• Oversee vendor and OEM contracts, license management, and third-party service agreements.
• Evaluate and negotiate infrastructure procurement, renewals, and support contracts.
• Ensure optimal TCO (Total Cost of Ownership) and ROI (Return on Investment) from IT infrastructure spend.

5. Stakeholder & Team Leadership

• Serve as the primary point of contact for client IT leadership and key business stakeholders.
• Ensure transparent communication, reporting, and escalation management.
• Lead a multi-functional delivery team of infra engineers, cloud admins, NOC, and SOC professionals.
• Foster a culture of continuous improvement, accountability, and innovation within the team.

Required Technical Expertise:

• Infrastructure Domains: Networking (LAN/WAN), Datacenter, Servers (Linux/Windows), Storage, Virtualization (VMware, Hyper-V).
• Cloud Platforms: Azure / AWS / Oracle Cloud (IaaS, PaaS, SaaS).
• Operations Tools: ServiceNow, SolarWinds, Zabbix, Dynatrace, or equivalent monitoring/ITSM tools.
• Processes: ITIL V4, ISO 27001/20000, DR/BCP, Change & Release Management.
• Security & Compliance: Basic understanding of IT security operations and data protection.
• Automation: Exposure to IaC tools (Terraform, Ansible) or scripting (PowerShell, Python) preferred.

Qualifications & Experience:

• Bachelors or Master's degree in Computer Science, Information Technology, or related discipline.
• 12+ years of progressive experience in IT Infrastructure and Cloud Operations, with at least 5 years in a leadership/service delivery role.
• Experience managing large-scale enterprise environments across on-prem and cloud.
• Proven expertise in governance, operations execution, financial control, and stakeholder engagement.
• ITIL v4, PMP, or Cloud certifications (Azure/AWS) preferred.

Key Attributes:

• Strategic mindset with a hands-on technical understanding.
• Strong communication and stakeholder influencing skills.
• Ability to manage multiple priorities under tight timelines.
• Analytical thinker with a focus on operational excellence and automation.
• Leadership experience in multicultural and cross-functional environments.