About the role:

We are seeking a Director of IT Infrastructure and Operations to lead our infrastructure product and services strategy and execution. This role will oversee the management, optimization, and innovation of our internal IT infrastructure to ensure scalability, reliability, and efficiency across the organization. The Sr. Director will own infrastructure portfolio management, IT change management, end-point management, the service desk, and the employee help desk. In addition, this role will lead the Customer Zero program in partnership with our Global Information Security team, driving internal adoption of Netskope technology while ensuring alignment with enterprise security standards.

Responsibilities:

Infrastructure Strategy & Operations: 

• Develop and execute the strategy for IT infrastructure, ensuring alignment with business objectives and future growth needs.
• Oversee day-to-day operations and the evolution of internal infrastructure services, including data centers, cloud services, network, servers, storage, and end-user computing.
• Ensure high availability, performance, and scalability of infrastructure, with a focus on operational excellence and continuous improvement.

End-Point and Service Desk Management: 

• Lead end-point management, ensuring all employee devices are secure, well-managed, and optimized for performance.
• Oversee the service desk and employee help desk to ensure timely and effective resolution of IT issues, driving high levels of employee satisfaction.
• Ensure continuous improvement in service desk operations through process optimization and technology enhancements.

Infrastructure Portfolio Management & IT Change Management:

• Manage the infrastructure portfolio to ensure successful delivery of infrastructure projects aligned with strategic business priorities.
• Lead the IT change management process to ensure smooth and controlled implementation of changes across the IT environment, minimizing disruption and mitigating risks.

IT Strategy and Execution:

• Partner with IT peers and team members to develop and support the delivery of Netskope’s IT Strategy.
• Collaborate with peers to deliver infrastructure and systems needs for IR programs and projects.
• Develop and manage OKRs and KRIs for IT Operations and Systems Management performance.

Customer Zero Program Leadership:

• Lead the Customer Zero program for IT in partnership with Global Information Security, being the first adopter and tester of new Netskope products and services before external customer deployments.
• Collaborate with engineering and product teams to provide feedback on product performance, scalability, and security, fostering a culture of continuous improvement.

Security Collaboration:

• Partner closely with the Global Information Security team to align infrastructure operations with security best practices, ensuring compliance with industry standards and internal policies.
• Oversee the implementation of security controls and proactive monitoring to safeguard infrastructure and sensitive data

Team Leadership:

• Lead and mentor a high-performing team, fostering a culture of collaboration, innovation, and operational excellence.
• Manage vendor relationships and service contracts to ensure cost-effective and high-quality service delivery.

Technology Innovation:

• Drive the adoption of cutting-edge technologies and best practices to enhance infrastructure agility, improve operational efficiencies, and optimize cost structures.
• Stay ahead of technology trends, advocating for and implementing innovative solutions that drive business value.

Requirements/Qualifications:

• Minimum of 15 years of experience in Information Technology, including at least 10 years of people management experience.
• Demonstrated experience in leading cross-functional teams and managing large-scale infrastructure projects.
• Solid understanding of cybersecurity principles and experience working with security teams to protect enterprise systems.
• Proven experience managing IT change management processes, end-point management, and service desk operations.
• Exceptional communication and leadership skills, with the ability to influence stakeholders across all levels.

Preferred Skills:

• Experience with infrastructure as code (IaC) and automation tools such as Terraform, Ansible, or similar.
• Prior experience leading a Customer Zero or similar internal-first adoption program.
• Familiarity with compliance frameworks such as ISO 27001, SOC 2, or similar.
• Agile IT project execution and operations experience.

 Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred.