Manager, IT Infrastructure & Operations

This role will have the responsibility of providing hosting operations support for the APAC managed on-prem and cloud infrastructure. The role will manage a team of 4 located in India, Australia, and China. Cloud certifications and strong cloud experience is a must.

The APAC IT Infrastructure Manager responsibilities include:

• Builds and maintains strong relationships, acting as a liaison between internal staff and the BU internal customers

• Provides transparent communication on both a strategic and an operational level to BU and GBS personnel

• Provides leadership to APAC Global Hosting personnel (both internal and third party) in the performance of operations and support to include configure, deploy, support and troubleshoot related responsibilities

• Refines and approves Standard Operating Procedures (SOP’S) for traditional and cloud operations.

• Provides input and builds out the service catalog to better meet business needs

• Develops, shares, and leverages best practices across the Global Hosting organization

• Monitors the effectiveness of the delivery of APAC Global Hosting services using metric based KPI’s and implements process revisions to drive continuous improvement.

• Works with GBS peers and Divisions on annual Technology Planning Process (TPP), and divisional VSPs, GBS VSPs and budget

• Assures It Operations Support services are reliable, efficient, and resilient in response to business needs

• Implements common ITIL/ITSM processes as defined by the ITSM Process management team

• Facilitates a capacity planning process to align traditional and cloud capacity with Business Unit demand and identify consumption reduction opportunities to minimize costs.

• Ensures Standard Operating Procedures and deployed configurations are consistent with security policies and high availability service level objectives.

• Provides for accurate and complete configured item data within the appropriate tooling

• Vendor and 3rd Party Supplier Engagement:

o Interfaces with vendors to establish IT Operations services for cloud environments

o Monitors SLA’s and IT Operations engineers performance in delivery of assigned tasks

o Provides guidance in the development and refinement of Standard Operating

Procedures used to deliver Global Hosting services

What You Bring To The Team -

• Passion and Energy to rally a team to turn a vision into a reality
• Empower the team to understand and be comfortable with failing fast and learning from failures to fully realize and maximize innovative spirit of the team.
• Establish decisive decision making utilizing strategic thinking and guidance from stakeholders and teams utilizing and supporting services
• Establish strong focus on ensuring services can be effectively delivered
• Customer-focused mindset – Drive the team to work together to solve real problems for our customers and users
• A strong focus on the details, by coaching and influencing the team to pay attention to the details
• Have an eye for how to market the services properly and effectively to our customers and other key stakeholders
• Bring focus on identifying, building, and effectively tracking efficiencies, via metrics, for enterprise services
• Working knowledge of project management

Strong experience with cloud operations

Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.