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Team Overview
Role Overview and Core Responsibilities
- Establishing and executing a modern global operations strategy that improves service reliability, enhances operational transparency, and accelerates the adoption of automation and intelligent operations capabilities.
- Lead and evolve the global operations model across enterprise infrastructure, cloud platforms, network services, and regional operations teams.
- Improve service availability and reliability through enhanced monitoring, restoration practices, operational accountability, and continuous improvement initiatives.
- Lead major incident and problem management programs, including executive communications, root cause analysis, corrective action governance, and post-incident review processes.
- Drive adoption of observability, event correlation, automation, and AIOps capabilities to improve issue detection, reduce operational noise, and accelerate service restoration.
- Partner with infrastructure, platform, engineering, cloud, and cybersecurity leaders to implement service-based operating models with clear ownership, service health metrics, runbooks, and operational standards.
- Collaborate with engineering and business stakeholders to ensure operational readiness for new services, technology deployments, and production changes.
- Develop executive reporting and operational dashboards that provide visibility into service health, incidents, availability, risk, and operational performance.
- Lead enterprise-wide initiatives focused on operational modernization, automation, reliability engineering, and continuous service improvement.
- Build, develop, and mentor a high-performing global operations leadership team focused on accountability, customer impact, transparency, and operational excellence
Required Knowledge and Experiences
15+ years of experience leading large-scale technology operations, infrastructure operations, site reliability engineering, or enterprise operations functions within complex global organizations.
Demonstrated experience managing 24x7 operational environments while driving continuous improvement in service reliability, availability, and operational performance.
Proven success leading major incident management, problem management, operational governance, and service reliability programs across enterprise technology environments.
Experience implementing operational transformation initiatives involving automation, observability, AI-enabled operations, or service management modernization.
Strong leadership experience building and developing global teams while fostering accountability, collaboration, and operational excellence.
Required Technical Skills