Infrastructure Operation Lead

Purpose

The Infrastructure Lead is responsible for owning and governing infrastructure “Keep The Lights On” (KTLO) services, including the transition roadmap and service catalog. This role ensures alignment between business and IT demand, manages MSP service delivery, and drives operational excellence across all infrastructure towers. The position also oversees commercial performance and cost optimization for infrastructure services.

Responsibilities

· Service Ownership & Roadmap

o Own infrastructure KTLO services, transition roadmap, and KTLO service catalog.

o Align with Retained IT Infrastructure Lead on business and IT demand/release cycles to ensure MSP service alignment with changing approved KTLO services demand.

· Governance & Performance Management

o Govern MSP infrastructure delivery, including SLAs, OLAs, KPIs, risk management, compliance, and continuous improvement across all in-scope KTLO towers (compute, storage, network, EUC, collaboration).

o Chair KTLO infrastructure service review and change forums with MSP partners.

o Arbitrate cross-tower issues and major incidents between MSP partners and internal GSS IT Infra teams.

· Commercial & Financial Management

o Own commercial and MSP service performance levels for infrastructure, including chargeback models, service credits recovery, demand and release management, and cost optimization initiatives

Requirements

· 5-10+ years in infrastructure, cloud, or platform engineering leadership.

· Strong IT service management and service owner mindset (ITIL, KPI/SLA management, service lifecycle).

· Experience/understanding of infrastructure domains (compute, storage, network, cloud, EUC) plus enterprise architecture and Infra services information security concepts.

· Broad technical understanding of core enterprise platforms and integration patterns (on-prem and cloud).

· Strong process design and governance capability (ITSM, configuration, monitoring, compliance).

· Ability to design cross-tower operating models and ensure handoffs between app, infra, and security teams.

· Vendor management, negotiation, and relationship skills in large-scale IT outsourcing.

· Stakeholder management and executive communication; ability to translate technology risk and performance into business terms as needed.

· Led infrastructure in a retained/multisource outsourcing model, including governance and complex vendor relationships.

· Accountable for major infrastructure incidents, DR events, or data center/cloud service delivery via MSP partner.

· Experience designing and implementing infrastructure KPIs, service reporting, and continuous improvement programs.

· Familiarity with cloud governance and AI/IoT integration.

· Strong analytical and financial acumen for cost optimization and commercial management.

What We Offer?

A learning journey that fosters personal and career growth within a global, word-leading company with a caring culture that promotes employees’ wellbeing and work/life balance through flexible schedules, appealing hybrid work scheme (above market practices) and a work environment that drives customer success, strives for excellence, cares about protection and values doing what’s right and working together.

What’s Next?

Thank you for your interest in joining our Global Shared Services Center family at Brinks India. Upon completion of the application process, your profile will deserve our best and fullest attention in the upcoming weeks.

The selection process comprises at least a CV sifting, one technical interview with the hiring manager and one interview with HR. Along the way, share your experience and skills, as well as demonstrate your motivation and enthusiasm to us. Successful completion of these steps brings you onboard! Are you ready to secure your future?