Delivery Lead - IT Infrastructure

Infra Delivery Lead:

Integrated delivery owner for 24x7 L1.5 and L2 infrastructure operations across all Infra towers.

Role level:

Delivery Lead.

Domain:

Infrastructure Operations (Infra).

Scope:

Hosting, Connectivity (Network & Telephony), DBA, Data Tribe & Infra Command Center (L1.5).

Own delivery of the client's infrastructure operations end to end.

Manage SLAs, escalations, MIM, invoicing, resourcing and contractual reviews across Hosting, Connectivity, DBA, Data Tribe and the Infra Command Center.

Process:

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.

Tools/Technology knowhow:

- AWS (EC2, S3, ELB, CloudWatch, CloudTrail, IAM).

- Microsoft Azure.

- Windows Server and Linux / Unix.

- Cisco routers, switches and WLAN controllers.

- Firewalls & load balancers.

- Cisco Call Manager / PBX.

- Databases (Oracle, MS SQL, Cloud databases).

- Datadog.

- PagerDuty.

- ServiceNow (ITSM, CMDB, reporting and dashboards).

- Tableau, Power BI / Excel for service reporting (good to have).

- Jira and Confluence (good to have).

Processes and Frameworks:

- ITIL service management: incident, problem, change, request.

- Disaster recovery and business continuity.

- Automation and scripting: PowerShell, Bash, Python (good to have).

- Infrastructure as code: Terraform (good to have).

Experience:

- 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.

Additional Job Requirements:

- Shift: Rotational shifts.

- Support Model: 24/7 operations support.

- Work Location: Client office - 2 days per week.

- Joining: Immediate joiners preferred.

Skills

Delivery Management, IT Infrastructure, IT Project Delivery, DBA, AWS, Azure, Linux, SQL Server