It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
It's fun to work in a company where people truly BELIEVE in what they're doing!
Ingram Micro is a leading technology company for the global information technology ecosystem.
With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.
Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.
About the position
We’re looking for a visionary Director of Global Technical Services and Operations Management to lead our ITSM and ITOM functions, including incident response, event management, disaster recovery, and release management. This role is pivotal in driving operational excellence, automation, and innovation across our global 24x7 infrastructure—especially in EMEA and APAC time zones.
What will you do?
Strategic Leadership
- Define and execute long-term platform engineering strategies aligned with business goals.
- Integrate DevOps, SRE, and ITSM/ITOM into a unified operational model.
- Champion automation and self-service to boost productivity and reliability.
- Ensure 24x7 service continuity and global operational excellence.
Infrastructure & Automation
- Oversee cloud infrastructure (AWS, Azure, GCP), Kubernetes, and CI/CD pipelines.
- Implement AIOps for proactive issue detection and intelligent automation.
- Drive Infrastructure as Code (IaC) using Terraform, Ansible, etc.
- Optimize cloud cost, security, and governance.
IT Operations & Observability
- Integrate ITSM/ITOM tools (e.g., ServiceNow) into DevOps workflows.
- Enhance observability using Datadog, Dynatrace, New Relic, Splunk.
- Automate incident and change management to reduce MTTR.
Technology Architecture
- Architect scalable, resilient, and secure platforms using AIOps and event-driven design.
- Promote API-first and integration-centric approaches.
- Align ITSM, DevOps, and cloud-native tech for operational efficiency.
Team Leadership
- Lead globally distributed teams (in-house and third-party).
- Foster a culture of automation, innovation, and continuous improvement.
- Collaborate with security, engineering, and product teams to streamline operations.
Performance & Reliability
- Apply SRE principles: define SLAs, SLOs, and error budgets.
- Lead incident response, root cause analysis, and post-mortems.
- Use analytics to drive proactive monitoring and service health.
Qualifications
- 10+ years in software/platform engineering or cloud infrastructure.
- 5+ years leading global DevOps/SRE/IT operations teams in 24x7 environments.
- Deep expertise in ITSM/ITOM (ServiceNow), AIOps, and automation.
- Strong knowledge of AWS, Azure, GCP, Kubernetes, and microservices.
- Hands-on with CI/CD, IaC (Terraform, Ansible), and observability tools.
- Proven track record in automation-centric, self-healing infrastructure.
- Excellent communication and stakeholder management skills.
Why Join Us?
- Work with cutting-edge cloud-native and AI-driven technologies.
- Competitive salary, equity, and comprehensive benefits.
- Thrive in a culture of innovation, collaboration, and continuous improvement.
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