Head of Infrastructure and Employee Services
About The Position
This role involves evaluating system performance, identifying improvements, and implementing innovative solutions to enhance functionality and user experience. The position will advance IT capabilities to increase productivity, safeguard intellectual property, and collaborate with Product Engineering to improve Zoom products. The Head of Infrastructure and Employee Services will oversee a global team of approximately 70 individuals across seven locations, managing strategy, planning, and delivery of IT infrastructure and end-user services. Key responsibilities include end-user services, network solutions, technical support, security policy implementation, product testing, engineering infrastructure support, and vendor coordination. The ideal candidate will possess a blend of technical expertise and business insight, with strong communication, leadership, and organizational skills, and the ability to collaborate effectively across teams in a dynamic environment.
Requirements
- Hold qualifications in Computer Science, Engineering, MIS, or possess equivalent professional experience.
- 15 years of experience leading IT Infrastructure Technology and Operations, including 5 years in senior management at VP or Senior Director levels.
- Experience managing extensive global IT teams within organizations exceeding 10,000 employees.
- Experience leading enterprise service support roles, overseeing multiple leaders in large-scale firms.
- Extensive expertise in planning, designing, and implementing scalable XaaS-based solutions and on-premise IT infrastructure with 24/7 global support services.
- Expertise in managing a worldwide IT infrastructure and support team using agile practices and Site Reliability Engineering (SRE) methodology.
- Expertise in AI/ML, GenAI solutions, and their application in Service Desk or IT support environments.
- Practical experience in aligning infrastructure and operations with frameworks such as NIST, SOX, SOC, and other industry standards.
- Expertise in technologies like Identity and Access Management (Okta, SailPoint), operating systems (macOS, Windows, Linux), and Endpoint Management (Workspace One, Jamf, InTune, VDI).
- Utilize tools for Vulnerability Management (Qualys, Tenable), Unified Communications (Zoom, Google Workspace, Proofpoint, SendGrid), and Service Management (ServiceNow, Jira, PagerDuty).
- Apply security solutions (CrowdStrike, Digital Guardian) and Infrastructure-as-a-Service platforms (AWS, GCP).
Responsibilities
- Leading a global team to oversee, operate, and support essential corporate IT services and product engineering labs, including Identity and Access Management (IAM).
- Managing EndPoint solutions, Unified Communications, Service operations, and multiple XaaS-based applications effectively.
- Focusing on Infrastructure as Code while leveraging artificial intelligence and automating employee services to enhance efficiency and streamline processes.
- Identifying and driving strategic investments aimed at reducing technical debt.
- Enabling Zoom-on-Zoom while collaborating with product teams to deliver essential input on feature gaps and product-related issues.
- Analyzing business requirements to design and optimize system functionalities for improved operational efficiency and scalability.
- Enhancing Zoom workforce productivity by creating and providing innovative workplace technologies and connectivity solutions for end users.
- Establishing infrastructure portfolio governance and ensuring effective execution of cross-functionally prioritized initiatives outlined in the roadmap.
- Maturing IT's role as Customer Zero for products, providing operator and end-user experience insights to support product development at Zoom.
- Monitoring system performance and identifying opportunities for enhancements to maintain reliability and minimize downtime.
Benefits
- Award-winning workplace culture
- Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
- Support work-life balance
- Contribute to their community in meaningful ways
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
