Director of Infrastructure

Position Summary

Job Description Summary

Director of Infrastructure and Planning is a leadership role responsible for overseeing the design, implementation, maintenance, stability, security, and scalability for Samsung Customer Care’s infrastructure, including (but not limited to) Care BPO networks, storage systems, platforms and applications, ensuring optimal performance, stability, and reliability to support critical business operations. The Director of Infrastructure position requires strong leadership skills, technical expertise, and strategic vision to drive innovation while maintaining operational excellence.

Role And Responsibilities

Role & Responsibilities

• Strategic Planning: Develop and execute a comprehensive strategy aligned with business goals, including future technology infrastructure to support the Care roadmap, capacity planning, and cost optimization initiatives.
• Project support and delivery management for strategic initiatives
• Infrastructure Management: Oversee the entire Care infrastructure lifecycle, including platform procurement, deployment, maintenance, upgrades, and decommissioning.
• Network Management: Manage network infrastructure, including LANs, WANs, firewalls, and security protocols to ensure network connectivity, performance, and security.
• Provide strategic insight for high reliability, performance, and disaster recovery capabilities across all infrastructure elements.
• Implement industry-leading practices for capacity planning, change management, incident resolution, and problem prevention.
• Security Management strategy: Implement robust security measures across the IT infrastructure to protect against cyber threats, including access controls, vulnerability management, and incident response plans.
• Cloud Strategy: Lead the migration and management of cloud-based infrastructure, including selecting cloud providers and optimizing cloud costs.
• Team Leadership: Manage and mentor a team of IT infrastructure engineers and technicians, assigning tasks, providing technical guidance, and fostering professional develop
• Lead cross-functional teams responsible for designing, deploying, and managing enterprise-wide infrastructure components.
• Collaborate closely with senior management to align infrastructure initiatives with business objectives.
• Vendor Management: Evaluate and manage relationships with IT vendors, negotiating contracts and ensuring quality of service.
• Performance Monitoring: Monitor system performance, identify bottlenecks, and implement improvements to maintain optimal system uptime and efficiency.
• Compliance Management: Ensure IT infrastructure adheres to industry regulations and compliance standards related to data privacy and security.
• Stay abreast of emerging technologies and trends; evaluate their potential impact on organizational goals.
• Drive adoption of innovative solutions that enhance efficiency, reduce costs, improve agility, and support digital transformation efforts.
• Foster partnerships with vendors, partners, and internal stakeholders to explore new opportunities and leverage external resources effectively.
• Lead direct report(s).
  
  
  

Skills And Qualifications

• Leads small teams of professionals with limited control over budget spending or HR management such as recruiting or dismissal and supervises mentoring and coaching for team members
• Typically implements short-term action plans rather than developing policy, process or strategy
• Enhances or Improves methods or procedures and provides coaching to team members to ensure successful outcome
• Has expertise in most or all job areas within a job family
• Acts independently to determine methods and procedures on new or special assignments
• Typically requires a minimum 12 years of related experience and a Bachelor's degree, or 10 years and a Master's degree, or a PhD with 7 years experience
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