Job Title: Infrastructure Delivery Lead – IT Infrastructure Operations
Job Type: Full-Time
Experience Required: 12+ Years
Relevant Leadership Experience: 5+ Years
Role Level: Delivery Lead
Domain: IT Infrastructure Operations / Managed Services
Work Environment: 24x7 Infrastructure Operations
Job Summary
We are seeking an experienced Infrastructure Delivery Lead to manage end-to-end delivery of 24x7 L1.5 and L2 infrastructure operations across multiple technology towers.
The ideal candidate should have strong experience in IT infrastructure service delivery, managed services (MSP), SLA management, major incident management, client governance, commercial operations, and team leadership.
This role will be responsible for managing infrastructure services across Hosting, Connectivity (Network and Telephony), Database Administration (DBA), Data Platforms, and the Infrastructure Command Center.
The candidate will act as the primary point of contact for client infrastructure leadership, ensuring operational excellence, service availability, contractual compliance, and continuous service improvement.
Key Responsibilities1. Infrastructure Service Delivery Management
- Own end-to-end delivery of L1.5 and L2 infrastructure operations across multiple towers.
- Lead Hosting, Networking, Telephony, DBA, Data Platform, and Infrastructure Command Center teams.
- Manage 24x7 infrastructure support operations and ensure service continuity.
- Act as the primary point of contact for client infrastructure leadership.
- Conduct daily operational meetings, weekly service reviews, and governance discussions.
- Drive service improvement initiatives and operational efficiency.
2. SLA Management and Governance
- Monitor and manage response and resolution SLAs across infrastructure services.
- Prepare weekly and monthly SLA, KPI, and operational performance reports.
- Conduct monthly and quarterly client governance reviews.
- Maintain RAID logs, service dashboards, and operational documentation.
- Ensure ServiceNow ticket quality, CMDB accuracy, and proper incident closure.
- Review infrastructure capacity, utilisation, and performance reports.
3. Incident and Escalation Management
- Lead and participate in Major Incident Management (MIM) for P1/P2 incidents.
- Manage critical client escalations and ensure timely resolution.
- Coordinate Root Cause Analysis (RCA), problem management, and corrective actions.
- Work with infrastructure teams, security operations, OEM vendors, telecom providers, and client L3 teams.
- Drive repeat-incident reduction and proactive monitoring improvements.
4. Infrastructure Operations and Availability
- Oversee infrastructure changes, patching, maintenance, and release activities.
- Track Windows, Linux, VMware, and database patch compliance.
- Ensure backup monitoring, restoration testing, and disaster recovery readiness.
- Coordinate server, database, and network provisioning and decommissioning.
- Monitor infrastructure availability, capacity, and performance.
5. Commercial and Contract Management
- Manage monthly invoicing inputs and reconciliation for infrastructure services.
- Ensure delivery aligns with Statement of Work (SOW) and contractual commitments.
- Handle scope changes, contractual reviews, service credits, and penalties.
- Coordinate with internal stakeholders and clients on commercial and delivery matters.
6. Team Leadership and Resource Management
- Lead and manage onshore and offshore infrastructure teams of 20+ engineers.
- Plan staffing, shift rosters, and 24x7 support coverage.
- Manage hiring, onboarding, performance reviews, and resource allocation.
- Develop skill matrices, cross-training plans, and team development initiatives.
- Ensure adequate coverage for critical infrastructure operations.
7. Compliance and Continuous Improvement
- Ensure compliance with infrastructure security standards and operational policies.
- Support internal and external audits.
- Maintain SOPs, runbooks, and knowledge management documentation.
- Identify opportunities for infrastructure automation and operational improvements.
- Support infrastructure service transitions and new service onboarding.
Mandatory Skills and Experience
- 12+ years of experience in IT Infrastructure Operations.
- 5+ years of experience as an Infrastructure Delivery Lead or Service Delivery Manager in a managed services environment.
- Proven experience managing 24x7 multi-tower infrastructure operations for global enterprise clients.
- Experience leading onshore and offshore teams of 20+ engineers.
- Strong expertise in SLA management, service delivery governance, and client stakeholder management.
- Hands-on operational knowledge of AWS, Azure, Windows Server, Linux/Unix, networking, and databases.
- Experience with Major Incident Management (MIM), P1/P2 escalations, RCA, and problem management.
- Strong understanding of ITIL processes, including incident, problem, change, and request management.
- Experience with ServiceNow ITSM, CMDB, reporting, and dashboards.
- Knowledge of infrastructure monitoring tools such as Datadog and PagerDuty.
- Experience managing MSP contracts, invoicing, SOW deliverables, and contractual reviews.
- Excellent communication, leadership, analytical, and problem-solving skills.
Technical Skills
Cloud Platforms
- AWS (EC2, S3, ELB, CloudWatch, CloudTrail, IAM)
- Microsoft Azure
Infrastructure and Networking
- Windows Server
- Linux / Unix
- VMware
- Cisco Routers, Switches, and WLAN Controllers
- Firewalls and Load Balancers
- Cisco Call Manager / PBX
Databases and Data Platforms
- Oracle Database
- Microsoft SQL Server
- Cloud Databases
- Snowflake, Airflow, Talend
- Tableau and Power BI
Monitoring and ITSM Tools
- ServiceNow
- Datadog
- PagerDuty
Good to Have
- Experience transitioning infrastructure services from an incumbent provider.
- Knowledge of Terraform and Infrastructure as Code (IaC).
- Automation and scripting experience with PowerShell, Bash, or Python.
- Experience with Jira, Confluence, Tableau, and Power BI.
- Exposure to infrastructure automation, cloud migration, and service transformation.
Preferred Certifications
- ITIL 4 Foundation
- AWS Solutions Architect – Associate
- Microsoft Azure Administrator (AZ-104)
- CCNA / CCNP
- Oracle OCP
Required Candidate Profile
We are looking for a delivery-focused infrastructure leader who can independently manage large-scale, multi-tower infrastructure operations while maintaining strong client relationships, operational stability, and service quality.
Candidates should have proven experience in managed services delivery, global stakeholder management, infrastructure governance, and leading cross-functional technical teams.
How to Apply
Interested candidates are requested to share their updated CV through the following channels:
Email: hire@kasmoprav.com
Apply Online: https://jswitcher.com
Subject Line: Application for Infrastructure Delivery Lead
Please mention your total experience, relevant delivery leadership experience, current CTC, expected CTC, and notice period when applying.
Relevant candidate referrals are also welcome.
Pay: ₹110,000.00 - ₹120,000.00 per month
Work Location: In person
