Infrastructure Operations Lead

The Infrastructure Operations Lead is responsible for overseeing daily IT infrastructure operations across hybrid environments, including on-premises and cloud systems. This role involves managing incident, problem, and change management processes to ensure SLA compliance, coordinating patch management, capacity planning, and performance optimization.

Key responsibilities

Requirements

• Lead day-to-day IT infrastructure operations across servers, networks, storage, and cloud environments.
• Ensure high availability, performance, and resilience of enterprise IT services.
• Manage incident, problem, and change management processes in line with ITIL standards.
• Oversee root cause analysis and implement corrective actions to prevent recurrence.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Act as a key escalation point for customers and internal stakeholders.
• Collaborate with cross-functional teams for infrastructure upgrades and security compliance, prepare operational reports, and recommend improvements for system reliability
• Partner with global teams to align on priorities, best practices, and project delivery.
• Define, implement, and optimise operational processes, runbooks, and SOPs.
• Ensure compliance with security, audit, and regulatory requirements.
• Drive operational cost optimisation through efficient resource allocation and automation.
• Champion automation and shift-left initiatives to improve efficiency and reduce costs.

• Minimum of 4 years experience in IT infrastructure operations, with at least 2 years in a leadership or team-lead capacity.
• Strong background in server (Windows/Linux), network, storage, and cloud environments (AWS, Azure, OCI).
• Experience managing incident, problem, and change management processes in line with ITIL best practices.
• Proven ability to lead and mentor technical teams in a delivery centre/managed services environment.
• Strong troubleshooting and root cause analysis skills, with a focus on service availability and uptime.
• Demonstrated ability to drive process improvements, automation, and cost optimisation.
• Excellent communication and stakeholder management skills, comfortable engaging with global teams and customers.
• Familiarity with monitoring, alerting, and ITSM tools (e.g., ServiceNow, SolarWinds, Nagios, ITRS, etc.).
• Familiarity with endpoint management tools such as SCCM and Intune, as well as scripting languages like PowerShell or Python, is essential
• Ability to work in a 24x7 operations environment, including handling escalations and major incidents.
• Strong organisational skills with the ability to prioritise and manage multiple initiatives simultaneously

Certifications (highly desirable)

• ITIL Foundation, Microsoft, or VMware certifications desirable
• Bachelors degree in IT, Engineering, or related discipline