The Director of Infrastructure & Cloud Operations is responsible for the strategies and operational plans to ensure the availability, scalability, performance, and security of our Cloud platform. This position reports to the CIO and works closely with all business teams and security to drive innovation and efficiency in our SaaS operations.
You will have responsibility for the IT Service Desk, change management, cloud provisioning and FinOps, monitoring and observability, site reliability engineering (practices and processes to create highly reliable and scalable solutions and code red (outage escalation processes), etc.. This role requires a strong technical background in SaaS/Cloud computing, excellent leadership skills, and a proven track record of successfully managing a Service Desk and Cloud Environments.
ESSENTIAL JOB RESPONSIBILITIES AND DUTIES INCLUDE:
Lead and manage the 24x7 Global Service Desk providing local and remote services at a high level of customer satisfaction with measurable KPIs.
Support a 24x7 Command Center with 5 9's uptime.
Oversee onboarding and offboarding of all employees.
Manage the design and implementation of the environment and processes for SaaS/cloud operations and monitoring systems.
Lead and manage a team of infrastructure engineers responsible for designing, implementing, and supporting our private and public Cloud platforms.
Oversee the deployment, monitoring, and maintenance of both on-premises and cloud infrastructure ensuring high availability, scalability, and performance.
Ownership of reporting on platform performance/availability (SLAs)
Collaborate with cross-functional teams to implement best practices, standards, and policies related to Change Management and SaaS/Cloud infrastructure architecture and operations.
Drive continuous improvement efforts to optimize performance, reliability, cost-efficiency, and security.
Identify potential points of failure and effectively implement processes that support the rapid growth and improve the overall delivery of current products as well as acquired products
Provide technical guidance and mentorship to team members, fostering their professional growth and development.
Establish and maintain effective communication channels with stakeholders, providing regular updates on infrastructure projects and initiatives.
Develop and manage the infrastructure budget, ensuring cost-effective allocation of resources.
Manage all Infrastructure and Operations vendor relationships
REQUIREMENTS:
15 years' experience working as a Director or Senior Director with demonstrated success in operating mission critical software services in a SaaS/Cloud environment such as Amazon Web Services, Google Cloud Platform, Microsoft Azure, or other enterprise SaaS/cloud platforms.
5 years of firsthand experience in 24x7x365 SaaS/Cloud Operations.
10 years of experience managing data center operations.
At least 3 years of pharmaceutical or medical device manufacturing experience
Demonstrated experience in designing and implementing highly available, scalable, and secure Cloud infrastructure solutions.
Experience with infrastructure monitoring, logging, and analytics tools
Solid understanding of cybersecurity principles and best practices related to Cloud infrastructure.
Strong leadership and managerial skills, with the ability to effectively lead and motivate a diverse across multiple business functions
Ability to adapt to a fast paced, growing business
Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels of the organization.
EDUCATION:
Bachelor's degree in information technology, information systems, computer science. engineering or related field. MBA Preferred.