Vice President-2

The VP2 – Enterprise Technology Leader is accountable for the enterprise technology infrastructure and engineering that strengthens business operations, client delivery, and digital employee experience. This leader sets the multi-year strategy, architecture roadmap and operating model across Cloud and AI Infrastructure, Enterprise Network and Global Telecom, Cloud Contact Center, Identity and Access Management, and Digital Workplace. This role blends strategy with execution ownership, driven by an AI-first and engineering-first mindset to drive measurable outcomes in availability and performance, cyber resilience, audit readiness, user/client experience and cost efficiency through engineering excellence, automation at scale, SRE/observability, disciplined governance, and strong provider stewardship.

• Set the enterprise infrastructure vision and multi-year roadmap, establish reference architectures, and engineering guardrails that enable secure-by-design, scalable, and cost-efficient services.
• Lead a global Infrastructure & Engineering organization spanning cloud and AI infrastructure, enterprise network/telecom, contact center platforms, IAM, and digital workplace—driving an infrastructure and engineering operating model anchored in enterprise architecture and end-to-end service ownership.
• Establish strong governance with business units and enterprise functions to prioritize technology investments, manage risk and dependencies, and ensure architecture and engineering roadmaps align to business outcomes and regulatory obligations.
• Own and manage the key providers ecosystem (Hyperscalers, telcos, CCaaS, OEMs, and service partners), including sourcing strategy, commercial governance, and performance management to deliver measurable outcomes in reliability, cost, and risk.
• Lead Quarterly Business Reviews (QBRs) with Business Units, Enterprise Functions, strategic service providers, and key OEMs—reviewing service health, roadmaps, risks, financials, and joint improvement actions to strengthen outcomes and accountability.
• Be accountable for enterprise resiliency and service reliability outcomes—BCP/DR posture, crown-jewel availability, and audit/compliance readiness—while delivering senior technology leadership reporting and strong financial acumen (budgeting, forecasting, and FinOps) to optimize run-rate and investment returns.
• Build and scale high-performing global teams across employees and providers — setting org design and capability strategy, strengthening leadership bench/succession, and embedding a culture of ownership, engineering rigor, and continuous improvement.

Essential Responsibilities

Operate as an enterprise leader—driving cross-functional alignment and execution across Business Units, Enterprise Functions, Cyber Security, Technology Operations, Enterprise AI, and Technology Application Delivery teams to deliver secure, resilient, and scalable infrastructure and engineering outcomes at enterprise scale.

• Enterprise Technology Infrastructure and Engineering Strategy and Roadmap Development

• Define the enterprise infrastructure and AI-enabled engineering strategy and roadmap—modernizing platforms, adopting an operating model, and scaling automation (AIOps/SRE) to improve speed, reliability, and experience.
• Partner with business and enterprise functions to identify and tier business-critical services (crown jewels); establish reliability targets (SLIs/SLOs, SLAs/OLAs), capacity and resilience requirements, and an observability standard that enables proactive risk management and predictable service outcomes.
• Institutionalize the enterprise infrastructure operating model—defining service ownership and decision rights, strengthening portfolio and change governance, and holding internal/external delivery teams accountable for availability, performance, compliance, and cost outcomes.
• Cloud Systems / Platform Infrastructure (IaaS/PaaS) Engineering and Operations
• Build and operate enterprise cloud platforms (landing zones, network connectivity, IAM integration, key management, logging/monitoring, patching, backup) using Infrastructure-as-Code and policy-as-code.
• Drive platform reliability through SRE practices (SLIs/SLOs, error budgets, runbooks), observability, and automated remediation (AIOps) across hybrid environments.
• Optimize cloud spend and resource usage through FinOps governance (tagging standards, chargeback/showback, reserved capacity strategy, rightsizing, provider negotiation).

• Data Center Services and Hybrid Infrastructure
• Own data center strategy and services including compute/virtualization, storage, backup, OS platform, middleware hosting, and colocation/provider managed facilities; drive standardization and lifecycle refresh.
• Define and maintain DR/BCP architecture, testing cadence, and operational readiness for critical applications; ensure recovery objectives align with business and regulatory needs.
• Ensure secure configuration, patch compliance, vulnerability remediation, and audit readiness in partnership with Cyber Security and Risk functions.

• Network Infrastructure, Connectivity and Enterprise Voice
• Lead global network strategy and operations (LAN/WAN/SD-WAN, Wi-Fi, internet, MPLS, remote access, segmentation) ensuring performance, resiliency, and secure connectivity to cloud and SaaS.
• Own telco/provider governance and contract performance; drive network standardization, monitoring, and proactive incident/problem management.
• Oversee enterprise voice and unified communications foundation as applicable (SIP, SBC, call routing, QoS), aligned to Cloud Contact Center and collaboration platforms.

• Cloud Contact Center (CCaaS) Platform Leadership
• Own selection, architecture, and lifecycle of Cloud Contact Center platforms, including tenant design, integrations, identity, recording, analytics, WFM/WEM (as applicable), and regulatory controls.
• Ensure voice quality and service continuity through capacity planning, geo-redundancy, incident response, change governance, and close coordination with network and security teams.
• Own and enhance collaboration AV readiness for key spaces and events—meeting room audio/video standards and monitoring, network/QoS dependencies, and end-to-end infrastructure support for virtual townhalls and large-scale broadcast sessions to ensure consistent participant experience.
• Partner with business leaders and client teams to enable rapid onboarding of new programs, sites, and features while maintaining compliance, reporting, and audit readiness.

• Infra Maturity, Service Management, Robust Infra Availability and Architectural Excellence
• Set enterprise service reliability outcomes and engineering mechanisms (availability, incident reduction, MTTR/MTBF, change success rate) across infrastructure domains—driving systemic fixes and measurable resilience improvement.
• Evolve service management maturity and governance through clear operational standards, automation, and performance transparency (dashboards, supplier scorecards, QBRs), ensuring consistent execution across geographies and partners.
• Drive portfolio-level efficiency and unit-economics improvements (cost-to-serve, automation coverage, vendor productivity) through disciplined budgeting/forecasting, FinOps, standardization, and strategic sourcing.

• Technology Infra Audit, Compliance & Governance
• Define and maintain clear RACI and control ownership across infrastructure domains and shared services to enable consistent execution, auditability, and faster decision-making.
• Own the infrastructure control framework across cloud, enterprise network/telecom, and contact center—standardizing policies, configuration baselines, and change/access controls; drive continuous audit readiness and measurable reduction in control exceptions.
• Define and maintain the crown jewels inventory for infrastructure services and engineering; set tiered availability and resilience requirements (SLOs, RTO/RPO) and mandate end-to-end observability (monitoring/logging/tracing, synthetic checks, alerting) to evidence control effectiveness and prevent material incidents.
• Institutionalize ITSM control compliance (change, incident/problem, access, configuration/CMDB) with measurable control performance, automated evidence collection where feasible, and clear accountability for remediation.
• Implement risk sensing and early-warning mechanisms (analytics and automation) and extend compliance governance to providers — ensuring SLA/OLA adherence, audit cooperation, and root cause ananlysis within agreed timelines.

• Talent and Provider Ecosystem Leadership
• Design the organization and talent strategy for infrastructure and engineering—building leadership depth, succession plans, and future-ready capabilities (cloud, SRE, security engineering, AI infrastructure, network/telecom) across employee and provider models.
• Lead strategic sourcing and partner governance across Hyperscalers, CCaaS, global telcos, OEMs, and service providers—driving contracting strategy, QBR/scorecards, risk controls, and commercial outcomes (savings, productivity, and service performance).
• Represent enterprise infrastructure in senior leadership and client forums—providing transparent reporting on service health, risks, and investment trade-offs; drive stakeholder management, timely escalation, decision-making, and delivery confidence.