Infra Delivery Lead

Role & responsibilities

Service Delivery Ownership

• Own end-to-end delivery of L1.5 and L2 infrastructure operations.
• Lead the Infra Command Center (L1.5) and the Hosting, Connectivity, DBA and Data Tribe pods.
• Act as single point of contact for the client infrastructure leadership.
• Run daily stand-ups and weekly service reviews with tower leads.
• Drive service improvement plans to closure.

SLA, Reporting and Governance

• Track response and resolution SLAs across all infra towers.
• Publish weekly and monthly SLA, KPI and backlog reports.
• Present service performance at monthly and quarterly governance reviews.
• Review monthly capacity, utilisation and performance reports for servers and databases.
• Maintain the RAID log for infrastructure services.
• Enforce ServiceNow ticket hygiene, CMDB accuracy and closure quality.

Incident, Escalation and MIM

• Attend MIM bridge calls for P1/P2 infrastructure and data platform incidents.
• Own client and internal escalations through to closure.
• Drive RCA, problem management and defect elimination plans.
• Coordinate with SecOps towers, OEM and hardware vendors, telecom carriers and client L3 teams.
• Drive repeat-incident reduction and alert tuning with the Command Center.

Change, Patching and Availability

• Govern change requests and maintenance windows across all infra towers.
• Track monthly OS, VMware, database and zero-day patch compliance.
• Oversee backup success, restore tests and DR / BCP drills.
• Oversee server, database and network builds and decommissions.
• Track platform software licences and expiry dates.

Commercials and Contract

• Own monthly invoicing inputs and reconciliation for infrastructure services.
• Track deliverables against SOW scope and contractual obligations.
• Raise and manage change requests for scope changes.
• Lead contractual reviews, including service credits and penalties.

Resourcing and People

• Plan capacity, shift rosters and 24x7 on-call coverage.
• Hire, onboard and retain engineers; manage backfills and leave cover.
• Maintain the skill matrix and cross-skilling plan across pods.
• Run performance reviews, coaching and career plans for the team.

Compliance and Continual Improvement

• Ensure adherence to client infrastructure standards and security policies.
• Track OS hardening, system agent and audit-log compliance.
• Support internal and external audits with evidence.
• Drive automation of routine tasks, patching and deployments.
• Keep SOPs, runbooks and knowledge-base articles current.

Lead onboarding and transition of new infrastructure services

Preferred candidate profile

• 12+ years in IT infrastructure operations
• 5+ years as delivery lead in a managed services setup
• Led 24x7 multi-tower infrastructure operations for a global enterprise
• Managed onshore and offshore teams of 20+ engineers
• Exposure to AWS, Azure, Windows, Linux, , Oracle, SQL Server and Datadog
• Oversight of data platform operations: Airflow, Talend, Snowflake, Tableau and Power BI
• SLA management, invoicing and contract reviews in an MSP model
• MIM participation and senior stakeholder escalation handling
• Service transition from an incumbent provider (good to have)

Clear written and spoken English; confident with senior leadership