AVD/ Network/ Voice Lead

- Define and execute the roadmap for infrastructure services, ensuring alignment with business goals and digital transformation initiatives.

- Partner with global and regional IT leaders to deliver secure, scalable, and efficient technology solutions.

- Lead the design, deployment, and optimization of Azure Virtual Desktop environments.

- Drive cost-efficiency and end-user performance improvements across the virtual desktop estate.

- Manage the strategy, implementation, and support of Genesys Cloud.

- Collaborate with business leaders to optimize customer experience.

- Oversee design, security, and operations of enterprise network infrastructure including LAN, WAN, SD-WAN, VPN, and Wi-Fi.

- Lead network modernization and performance initiatives with a focus on resilience and uptime.

- Direct day-to-day IT operations including monitoring, incident management, change management, and capacity planning.

- Ensure IT services are delivered with minimal disruption and meet or exceed SLAs and compliance standards.

- Lead operational risk management and business continuity planning for infrastructure services.

- Oversee lifecycle management of IT assets.

- Implement and manage endpoint security, patching, and configuration standards across the enterprise.

- Drive user productivity initiatives including device standardization, self-service tools, and automation.

- Manage IT support teams to provide timely and effective resolution of issues.

- Lead, mentor, and develop cross-functional infrastructure and support teams.

- Foster a culture of innovation, accountability, and continuous service improvement.

- Serve as the escalation point for high-impact incidents and major operational issues.

Qualification

- Associate or bachelor's degree in computer science or related discipline, relevant experience may substitute for the degree

- 15+ years of progressive IT infrastructure experience, including 5+ years in a senior leadership role.

- Proven expertise in:
- AVD and cloud-based desktop services

- Genesys voice platforms (Cloud)

- Network architecture and operations

- IT operations frameworks (ITIL, ServiceNow, monitoring tools)

- Strong track record of leading IT teams in high-availability and customer-facing environments (BPO, telco, or enterprise preferred).

- Excellent leadership, stakeholder engagement, and communication skills.

- Relevant certifications (ITIL, Microsoft, Cisco, Genesys, etc.) are a plus.

Originally posted on Himalayas