Sr. Director, Infrastructure & Operations

📋 Description

• • Lead and manage a global 24x7 Network Operations Center (NOC) and overarching Operations Center, ensuring the continuous, reliable, and secure functioning of Kaseya's critical IT infrastructure across cloud, data center, and hybrid environments.
• • Drive exceptional service delivery by overseeing enterprise monitoring strategies, implementing robust Active Directory architecture, and managing Tier 1/Tier 2 incident response to maintain high standards of availability and performance.
• • Take ultimate accountability for infrastructure reliability, ensuring that all systems meet or exceed stringent Service Level Agreements (SLAs), targeting a minimum of 99.9%+ availability for all mission-critical services.
• • Develop and refine sophisticated alerting and escalation protocols, establishing clear procedures for incident detection, response, and resolution to minimize downtime and impact on end-users.
• • Spearhead the implementation and continuous improvement of a Major Incident Management process, ensuring swift and effective resolution of critical incidents through cross-functional collaboration and clear communication channels.
• • Focus on reducing Mean Time To Recover (MTTR) by leveraging automation, developing comprehensive runbooks, and conducting thorough post-incident reviews to identify root causes and implement preventative measures.
• • Own and architect the enterprise Active Directory (AD) environment, encompassing forest and domain design, Organizational Unit (OU) structure, replication topology, site design, and trust relationships, ensuring a scalable and resilient identity foundation.
• • Oversee the complete lifecycle management of domain controllers, guaranteeing their high availability, robust performance, and readiness for disaster recovery scenarios.
• • Govern and enforce Group Policy Objects (GPOs), establish and maintain identity standards, and implement security baselines across the AD infrastructure to ensure consistency and security.
• • Lead the charge in identity lifecycle management, including automated provisioning and deprovisioning, Role-Based Access Control (RBAC) implementation, and stringent privileged access controls to safeguard sensitive data and systems.
• • Ensure seamless and secure hybrid identity integration with Azure Active Directory (Entra ID), Single Sign-On (SSO) solutions, and various federation platforms, enabling secure and efficient user access.
• • Proactively maintain the health and integrity of the AD environment through continuous monitoring, timely patching, validation of replication, rigorous backup testing, and regular auditing.
• • Implement, optimize, and manage enterprise-wide monitoring platforms, extending visibility across all infrastructure components, including network devices, cloud services, data center hardware, and identity systems.
• • Enhance alert quality and reduce noise by meticulously tuning monitoring thresholds and developing proactive detection mechanisms for potential issues before they impact services.
• • Lead the triage process for Tier 1 incidents, ensuring rapid initial assessment and routing, and manage the escalation and resolution of Tier 2 incidents, providing deep technical expertise.
• • Oversee the Root Cause Analysis (RCA) process for all significant incidents, ensuring thorough investigation and tracking of corrective actions to prevent recurrence.
• • Integrate monitoring systems with Information Technology Service Management (ITSM) tools to automate ticket creation, streamline workflows, and improve overall incident management efficiency.
• • Manage the global IT Operations Centers, fostering a culture of operational excellence, continuous improvement, and proactive service delivery.
• • Design and build scalable Tier 1 and Tier 2 support models, defining clear Service Level Objectives (SLOs) and Key Performance Indicators (KPIs) to measure success and drive performance.
• • Oversee identity-related support functions, including Multi-Factor Authentication (MFA) management and access governance processes, ensuring secure and compliant access for all users.
• • Streamline critical operational processes such as user onboarding and offboarding, endpoint provisioning, and the administration of Software as a Service (SaaS) applications.
• • Deploy and enhance knowledge management systems and documentation to empower support teams and improve first-call resolution rates.
• • Provide strategic oversight for network infrastructure, Amazon Web Services (AWS) and Google Cloud Platform (GCP) environments, enterprise SaaS platforms, and endpoint management.
• • Lead the integration and operational management of hybrid cloud environments and traditional data center operations, ensuring seamless interoperability and performance.
• • Ensure robust Business Continuity and Disaster Recovery (BC/DR) plans are in place, regularly tested, and ready to execute to minimize impact from unforeseen events.
• • Align operational strategies and tooling with security best practices, integrating with Security Information and Event Management (SIEM) and Endpoint Detection and Response (EDR) solutions.
• • Establish and mature ITSM disciplines, including comprehensive incident, problem, change, configuration, and access management frameworks.
• • Diligently track and report on key operational KPIs, including MTTR, SLA adherence, ticket resolution times, and overall AD health metrics.
• • Manage vendor relationships, negotiate contracts, and oversee operational budgets, ensuring cost-effectiveness and optimal resource allocation.
• • Foster strong cross-functional partnerships with engineering, product, and business units to ensure IT service delivery aligns with and supports strategic business objectives.
• • Ensure strict adherence to compliance and regulatory requirements, including SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF standards.
• • Maintain comprehensive and up-to-date documentation of infrastructure and identity controls to support internal and external audits.