Analyst for Amex GBT hotel triage operations managing incident categorization and case routing. Collaborating across teams to ensure operational excellence in hotel services and support.
About the role
- Director of IT Operations responsible for stability, security, and performance of Mattr's global IT operations. Overseeing infrastructure and support teams while driving operational excellence.
Responsibilities
- Lead global IT Operations across infrastructure, end-user support, identity platforms, and operational tooling.
- Implement and improve incident, problem, change, and asset management processes.
- Serve as executive owner for Severity 1 / business-critical incidents, ensuring timely resolution and communication.
- Collaborate with Security/GRC, DevOps, and Enterprise Systems to maintain secure and scalable platforms.
- Define and monitor SLAs, operational KPIs, and service health metrics.
- Increase reliability through automation of patching, provisioning, monitoring, and reporting.
- Reduce technical debt and operational complexity via standardization and lifecycle management.
- Lead operations for networks (WAN/SD-WAN, LAN, VPN), identity & access (Active Directory/Entra), cloud and hosted environments.
- Ensure consistent execution of patching, vulnerability remediation, and operational security controls.
- Oversee operational readiness for new sites, relocations, and plant expansions.
- Lead and develop managers and regional support teams across North America and EMEA.
- Establish clear expectations, KPIs, and accountability for reliability and support performance.
- Strengthen workforce capability through succession planning, cross-training, and regional coverage models.
- Foster a culture of ownership, operational excellence, and continuous improvement.
- Manage vendor relationships across infrastructure, telecom, hardware, and managed services.
- Oversee infrastructure and support budgets, contracts, renewals, and cost optimization with IT Procurement.
- Drive standardization and vendor rationalization to reduce operating costs.
- Ensure operational compliance with internal policies and external regulatory requirements.
- Partner with GRC and Security to remediate risks, audit findings, and ensure strong operational governance.
- Maintain accurate documentation, asset inventories, and runbooks—especially third-party runbooks.
Requirements
- University degree required.
- Minimum 7+ years of IT infrastructure and support leadership; 10+ plus preferred.
- Proven leadership of global or multi-regional teams.
- Strong expertise in enterprise networking, cloud platforms, identity services, workplace tech, and operational technology.
- Demonstrated ability to balance hands-on operational leadership with strategic planning.
- Experience with vendor management, budgeting, and enterprise service delivery.
- Skilled communicator capable of influencing executives and business leaders.
- Experience supporting manufacturing, industrial, or multi-site enterprise environments.
- Track record of infrastructure modernization and support transformation.
- Strong risk management, resiliency, and operational governance mindset.
- Calm and decisive leadership in high-pressure incident situations.
Benefits
- Medical, dental & vision coverage with HSA contributions
- 401(k) with company match, vested immediately
- Attractive incentive bonus plans
- Employer-paid Life, AD&D, and Long-Term Disability insurance
- Wellness incentives
- Free Employee Assistance Program (EAP)
- Discounts on fitness, shopping & travel (Blue365, LifeMart & more)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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