Ensure that all Core Infrastructure teams deliver a "customer first" service and support mindset, from initial client contact to closure of all incidents, requests, and new opportunities.- Manage escalations, establish continuous communication and good relationship with Business Operations through respective IT BPs (IT Business Partners) and TAMs (Technical Account Managers) of the clusters.- Take ownership of incidents and project deliverables that are related to the geographical region and/or the time zone of focus. In case of service outages, take the lead and drive these toward resolution. Ensure that actions defined to address the root cause of these outages are carried out with priority.- Assist the team managers in effectively managing their resources by setting the right priorities in case of conflict between scheduled and unplanned activities, provide regular updates on changing priorities and help set the right expectations both with internal and external stakeholders.- Make certain that staffing of the teams meets the requirements at all times - make recommendations to the team managers, flag high demand and report potential headroom in capacities contributing to efficient resource management whilst making sure that the organization can deliver services at desired levels at all times, in all regions.- Make sure processes are followed and company standards are applied throughout all the workflows - included but not limited to new system deployments and BAU requests demanding Changes either in Software or Hardware infrastructure.- Track and analyze trends in Service/Project Requests and Incident Reports, review resource requirements and make recommendations to the Global Service Manager & Head of Core Infrastructure around changing requirements. - Maintain close working relationships with respective leaders of other IT teams and Product Houses to be able to harmonize workflows between the Product Houses and to ensure all projects get resourced properly.- Actively participate in filling vacant positions, perform interviews and applicant screenings as and when required. **Requirements**: - Proven troubleshooting skills - the ability to lead global, multi-disciplined technical teams to a solution to minimize downtime - Sound understanding of the process of deployment and support of complex Enterprise level infrastructure including but not limited to Microsoft Windows AD environments, LAN / WAN / SD-WAN networking principles, and underlying infrastructure