Sr. Director, Infrastructure & Operations

Kaseya Careers

4h

About The Position

The Senior Director of Infrastructure NOC, Monitoring & IT Helpdesk leads global 24x7 operations, enterprise monitoring, Active Directory architecture, and Tier 1/Tier 2 incident response. This role is accountable for infrastructure reliability, identity governance, SLA performance, and end-user service delivery across cloud, data center, and hybrid environments.
The ideal candidate has experience scaling NOC and Helpdesk teams in high-growth environments, building resilient identity architecture, and driving measurable operational improvement.

Requirements

• 15+ years of IT infrastructure, NOC, or service delivery leadership.
• 8+ years leading global NOC or Helpdesk teams.
• Deep expertise in Active Directory and hybrid identity design.
• Proven record delivering 99.9%+ uptime in mission-critical environments.
• Experience with AWS, GCP, ITSM, and enterprise monitoring tools.
• Strong vendor and budget management experience.

Nice To Haves

• CISSP, Microsoft identity certification, ITIL, and cloud certifications.
• Bachelor’s degree in Business, Information Systems, or related field.

Responsibilities

• Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems.
• Own uptime and SLA performance (99.9%+ availability) for critical services.
• Establish alerting, escalation, and Major Incident Management processes.
• Reduce MTTR through automation, runbooks, and post-incident reviews.
• Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts.
• Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness.
• Govern Group Policy, identity standards, and security baselines.
• Lead identity lifecycle management including provisioning, RBAC, and privileged access controls.
• Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms.
• Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing.
• Implement and optimize monitoring platforms across infrastructure and identity systems.
• Improve alert quality through tuning and proactive detection.
• Lead Tier 1 triage and Tier 2 escalation.
• Oversee Root Cause Analysis and corrective action tracking.
• Integrate monitoring with ITSM tools for automated ticketing.
• Direct global IT Helpdesk operations.
• Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs.
• Oversee identity-related support including MFA and access governance.
• Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration.
• Deploy knowledge management to improve first-call resolution.
• Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints.
• Lead hybrid integrations and data center operations.
• Ensure Business Continuity and Disaster Recovery readiness.
• Align operations with security tooling including SIEM and EDR.
• Establish ITSM disciplines including incident, problem, change, configuration, and access management.
• Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health.
• Manage vendors, contracts, and operational budgets.
• Partner cross-functionally to align service delivery with business priorities.
• Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements.
• Maintain documented infrastructure and identity controls for audits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director