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.

Educational qualification: Bachelor of Engineering in Computer Science or Information Technology or Equivalent Experience : 7–12 years of experience in Infrastructure Operations, Cloud Operations, Platform Engineering, or Managed Services environments Mandatory/requires Skills : Strong experience managing and supporting enterprise infrastructure environments across on-premises and cloud platforms. Experience working within 24x7, Follow-the-Sun, or globally distributed operational support models. Practical experience with one or more public cloud platforms: Microsoft Azure Amazon Web Se