As Director of Technical Infrastructure, lead IT strategy for EMEA region in a global company. Enhance infrastructure and drive digital transformation at Columbus McKinnon.
About the role
- Director of IT and Product Support leading IT & Product support teams at Beyond Finance. Focusing on operational excellence, team development, and incident response management.
Responsibilities
- Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
- Develop and execute the support strategy aligned with company growth and organizational needs.
- Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
- Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
- Implement structured feedback loops from support to product roadmaps.
- Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
- Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
- Leverage data to analyze performance, identify trends and continuously improve service delivery.
- Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
- Drive adoption and optimization of ITSM processes and enhance user experience.
- Manage staffing, workforce planning, vendor and outsourced partners.
- Foster a culture of accountability, ownership and customer-first mindset.
- Drive automation, self-service and knowledge management strategies.
Requirements
- 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
- Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
- Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
- Proven experience implementing AI and/or automated solutions in IT Service Management.
- Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
- Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
- Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
- Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
- Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
- Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.
Benefits
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
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