Senior Director of Infrastructure & Operations - Remote

About the Role

We are seeking a Senior Director of Infrastructure & Operations - Remote to lead our global operations at Kaseya. In this role, you will oversee critical IT infrastructure and operations, ensuring reliability and performance across our services. With a focus on customer satisfaction and operational excellence, you will drive initiatives that enhance our IT management solutions.

What You'll Do

• Lead global 24x7 operations for the Network Operations Center (NOC), monitoring, and IT Helpdesk.
• Own uptime and SLA performance for critical services, ensuring a 99.9%+ uptime record.
• Establish alerting and Major Incident Management processes to enhance service reliability.
• Reduce Mean Time to Recovery (MTTR) through automation and post-incident reviews.
• Oversee Active Directory architecture and lifecycle management.
• Implement and optimize monitoring platforms to ensure operational efficiency.
• Direct global IT Helpdesk operations to deliver exceptional end-user service.
• Ensure Business Continuity and Disaster Recovery readiness across all operations.
• Establish ITSM disciplines, including incident and change management, to enhance service delivery.
• Ensure compliance with SOX, GDPR, and other regulatory requirements.

Requirements

• 15+ years of experience in IT infrastructure, NOC, or service delivery leadership.
• 8+ years of experience leading global NOC or Helpdesk teams.
• Deep expertise in Active Directory and hybrid identity design.
• Proven record of delivering 99.9%+ uptime in service operations.
• Experience with AWS, GCP, ITSM, and monitoring tools.
• Strong vendor and budget management experience.
• Preferred certifications: CISSP, Microsoft identity certification, ITIL.
• Bachelor’s degree in Business, Information Systems, or related field.

Nice to Have

• Experience in a high-growth environment.
• Familiarity with cutting-edge technologies in IT infrastructure.
• Strong communication and leadership skills.

What We Offer

• Opportunity to work in a high-growth environment.
• Be part of a company that values customer success.
• Join a team committed to operational excellence.
• Work with cutting-edge technologies in IT infrastructure.
• Participate in a culture of continuous improvement.