AVP, Infrastructure & Operations

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The Assistant Vice President , US Infrastructure & OperationsisaleadershiprolereportingtotheVP, US Infrastructure & Operationsandleadingtheday-to-dayoperationalandengineeringneedsforall

Infrastructure & Operationsservicesacrossthe United States .

Thisleaderensuressecure,scalable,resilient,andhigh-performingtechnologyservicesforahighlydistributedandhybridUSworkforce.

This AVP provides leadership and executive representation across forums and functions, while carrying primary accountability for the execution of Service Desk Operations, Service Management, Digital Workplace Management, Cloud & Hosted Infrastructure, Network Infrastructure, Incident, Release & Change Management, Major Incident Management, Service Transition, and legacy/heritage platform operations across the US business.

Therolepairsbroadoperationalownershipwithdeeptechnicalengagement,providing hands-onengineeringleadershipacrossnetwork,cloudandon-premise infrastructure,serverandstorage,virtualization,and endpoint/desktop domains—translatingregionalstrategyintodeliveredoutcomeswhilemaintainingstringentuptime,disaster recovery,andbusinesscontinuityrequirementsacrossmoderncloudplatforms,mainframe,andinternallydevelopedbespokesoftwaresystems.

• Day-to-day delivery across all US I&O functions—Cloud & Hosting, Networking, Service Desk, Deskside Support, Service Management, Digital Workplace, and Heritage Systems—ensuring services meet uptime, performance, and user-experience targets.

• Provide hands-on engineering leadership across the design, implementation, and lifecycle management of:network architecture (LAN, WAN, SD-WAN, wireless, VPN); cloud infrastructure (IaaS, PaaS) and hybrid environments; data center andon-premise infrastructure; server, storage, and backup/recovery platforms; virtualization and containerization; and endpoint/desktop engineering including remote and frontline workforce solutions.

• Lead incident,problem, and change management, including major incident response and root-cause engineering, driving measurable improvement in MTTR, availability, and digital experience.

• Execute resilient engineering practices including failover simulations, redundancy and backup validation, chaos testing, and capacity and availability forecasting.

• Drive automation, standardization, and continuous improvement across infrastructure operations, including responsible use of enterprise-approved AI-assisted tooling.

• Operate and modernize legacy/heritage systems including mainframe and bespoke platforms, andensure strong cybersecurity alignment in partnership with security teams.

• Lead, coach, and develop a team of directors,managers, engineers, and technical specialists across multiple infrastructure and operations domains, building bench strength and a culture of engineering excellence.

• Foster a culture of accountability, innovation, and continuous learning, and manage team performance, workload, andon-call/escalation models for sustainable delivery.

• Drive workforce planning, succession planning, and talent acquisition to support evolving technologies and a distributed workforce.

• Build strong relationships with US IT leadership, application owners, security, and operational and field stakeholders, and represent I&O delivery in cross-functional planning, change advisory, and release coordination.

• Maintain and act on regional performance dashboards including SLAs, SLOs, KPIs, uptime, resilience posture, and operational health metrics.

• Apply ITIL-aligned change, release, and service management discipline, improving deployment success, stability, and compliance.

• Identify and remediate US-specific risks, resilience gaps, and single points of failure; support disaster recovery and business continuity planning and execution; and ensure compliance with regulatory,…