Head of Infrastructure and Employee Services

What you can expect​ Evaluate system performance, identify improvements, and implement innovative solutions to enhance functionality and user experience. Advance IT capabilities to increase productivity, safeguard intellectual property, and collaborate with Product Engineering to improve Zoom products. Oversee a team of approximately 70 individuals across seven global locations, managing strategy, planning, and delivery of IT infrastructure and end-user services. Responsibilities include end-user services, network solutions, technical support, security policy implementation, product testing, engineering infrastructure support, and vendor coordination. The ideal individual combines technical expertise with business insight, demonstrating excellent communication, leadership, and organizational skills while effectively collaborating across teams in a dynamic environment.

Zoom's Information Technology team is dedicated to delivering customer happiness, enhancing business efficiency, and fostering agility through innovation, data insights, and automation. Our impact is evident in seamless user experiences, streamlining processes, and supporting Zoom's growth in communication and collaboration.

Leading a global team to oversee, operate, and support essential corporate IT services and product engineering labs, including Identity and Access Management (IAM). Managing EndPoint solutions, Unified Communications, Service operations, and multiple XaaS-based applications effectively. Focusing on Infrastructure as Code while leveraging artificial intelligence and automating employee services to enhance efficiency and streamline processes effectively. Identifying and driving strategic investments aimed at reducing technical debt effectively and efficiently. Enabling Zoom-on-Zoom while collaborating with product teams to deliver essential input on feature gaps and product-related issues. Analyzing business requirements to design and optimize system functionalities for improved operational efficiency and scalability. Enhancing Zoom workforce productivity by creating and providing innovative workplace technologies and connectivity solutions for end users. Establishing infrastructure portfolio governance and ensuring effective execution of cross-functionally prioritized initiatives outlined in the roadmap. Maturing IT's role as Customer Zero for products, providing operator and end-user experience insights to support product development at Zoom. Monitoring system performance and identifying opportunities for enhancements to maintain reliability and minimize downtime. What we’re looking for: Essential Requirements: Hold qualifications in Computer Science, Engineering, MIS, or possess equivalent professional experience. Bring 15 years of experience leading IT Infrastructure Technology and Operations, including 5 years in senior management at VP or Senior Director levels. Manage extensive global IT teams within organizations exceeding 10,000 employees. Lead enterprise service support roles, overseeing multiple leaders in large-scale firms. Demonstrate extensive expertise in planning, designing, and implementing scalable XaaS-based solutions and on-premise IT infrastructure with 24/7 global support services. Demonstrate expertise in managing a worldwide IT infrastructure and support team using agile practices and Site Reliability Engineering (SRE) methodology. Demonstrate expertise in AI/ML, GenAI solutions, and their application in Service Desk or IT support environments. Gain practical experience in aligning infrastructure and operations with frameworks such as NIST, SOX, SOC, and other industry standards. Demonstrate expertise in technologies like Identity and Access Management (Okta, SailPoint), operating systems (macOS, Windows, Linux), and Endpoint Management (Workspace One, Jamf, InTune, VDI). Utilize tools for Vulnerability Management (Qualys, Tenable), Unified Communications (Zoom, Google Workspace,