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.