VP Enterprise Technology Leader

Function : Global Technology

Reports to : Enterprise CIO

Location : NCR Preferred

Role :

The VP Enterprise Technology Leader is accountable for the enterprise technology infrastructure and engineering that strengthens business operations, client delivery, and digital employee experience. This leader sets the multi-year strategy, architecture roadmap and operating model across Cloud and AI Infrastructure, Enterprise Network and Global Telecom, Cloud Contact Center, Identity and Access Management, and Digital Workplace.

This role blends strategy with execution ownership, driven by an AI-first and engineering-first mindset to drive measurable outcomes in availability and performance, cyber resilience, audit readiness, user/client experience and cost efficiency through engineering excellence, automation at scale, SRE/observability, disciplined governance, and strong provider stewardship.

- Set the enterprise infrastructure vision and multi-year roadmap, establish reference architectures, and engineering guardrails that enable secure-by-design, scalable, and cost-efficient services.

- Lead a global Infrastructure & Engineering organization spanning cloud and AI infrastructure, enterprise network/telecom, contact center platforms, IAM, and digital workplacedriving an infrastructure and engineering operating model anchored in enterprise architecture and end-to-end service ownership.

- Establish strong governance with business units and enterprise functions to prioritize technology investments, manage risk and dependencies, and ensure architecture and engineering roadmaps align to business outcomes and regulatory obligations.

- Own and manage the key providers ecosystem (Hyperscalers, telcos, CCaaS, OEMs, and service partners), including sourcing strategy, commercial governance, and performance management to deliver measurable outcomes in reliability, cost, and risk.

- Lead Quarterly Business Reviews (QBRs) with Business Units, Enterprise Functions, strategic service providers, and key OEMsreviewing service health, roadmaps, risks, financials, and joint improvement actions to strengthen outcomes and accountability.

- Be accountable for enterprise resiliency and service reliability outcomesBCP/DR posture, crown-jewel availability, and audit/compliance readinesswhile delivering senior technology leadership reporting and strong financial acumen (budgeting, forecasting, and FinOps) to optimize run-rate and investment returns.

- Build and scale high-performing global teams across employees and providerssetting org design and capability strategy, strengthening leadership bench/succession, and embedding a culture of ownership, engineering rigor, and continuous improvement.

Essential Responsibilities :

Operate as an enterprise leaderdriving cross-functional alignment and execution across Business Units, Enterprise Functions, Cyber Security, Technology Operations, Enterprise AI, and Technology Application Delivery teams to deliver secure, resilient, and scalable infrastructure and engineering outcomes at enterprise scale.

Enterprise Technology Infrastructure and Engineering Strategy and Roadmap Development :

- Define the enterprise infrastructure and AI-enabled engineering strategy and roadmapmodernizing platforms, adopting an operating model, and scaling automation (AIOps/SRE) to improve speed, reliability, and experience.

- Partner with business and enterprise functions to identify and tier business-critical services (crown jewels); establish reliability targets (SLIs/SLOs, SLAs/OLAs), capacity and resilience requirements, and an observability standard that enables proactive risk management and predictable service outcomes.

- Institutionalize the enterprise infrastructure operating modeldefining service ownership and decision rights, strengthening portfolio and change governance, and holding internal/external delivery teams accountable for availability, performance, compliance, and cost outcomes.

Cloud Systems / Platform Infrastructure (IaaS/PaaS) Engineering and Operations :

- Build and operate enterprise cloud platforms (landing zones, network connectivity, IAM integration, key management, logging/monitoring, patching, backup) using Infrastructure-as-Code and policy-as-code.

- Drive platform reliability through SRE practices (SLIs/SLOs, error budgets, runbooks), observability, and automated remediation (AIOps) across hybrid environments.

- Optimize cloud spend and resource usage through FinOps governance (tagging standards, chargeback/showback, reserved capacity strategy, rightsizing, provider negotiation).

Data Center Services and Hybrid Infrastructure :

- Own data center strategy and services including compute/virtualization, storage, backup, OS platform, middleware hosting, and colocation/provider managed facilities; drive standardization and lifecycle refresh.

- Define and maintain DR/BCP architecture, testing cadence, and operational readiness for critical applications; ensure recovery objectives align with business and regulatory needs.

- Ensure secure configuration, patch compliance, vulnerability remediation, and audit readiness in partnership with Cyber Security and Risk functions.

Network Infrastructure, Connectivity and Enterprise Voice :

- Lead global network strategy and operations (LAN/WAN/SD-WAN, Wi-Fi, internet, MPLS, remote access, segmentation) ensuring performance, resiliency, and secure connectivity to cloud and SaaS.

- Own telco/provider governance and contract performance; drive network standardization, monitoring, and proactive incident/problem management.

- Oversee enterprise voice and unified communications foundation as applicable (SIP, SBC, call routing, QoS), aligned to Cloud Contact Center and collaboration platforms.

Cloud Contact Center (CCaaS) Platform Leadership :

- Own selection, architecture, and lifecycle of Cloud Contact Center platforms, including tenant design, integrations, identity, recording, analytics, WFM/WEM (as applicable), and regulatory controls.

- Ensure voice quality and service continuity through capacity planning, geo-redundancy, incident response, change governance, and close coordination with network and security teams.

- Own and enhance collaboration AV readiness for key spaces and eventsmeeting room audio/video standards and monitoring, network/QoS dependencies, and end-to-end infrastructure support for virtual townhalls and large-scale broadcast sessions to ensure consistent participant experience.

- Partner with business leaders and client teams to enable rapid onboarding of new programs, sites, and features while maintaining compliance, reporting, and audit readiness.

Infra Maturity, Service Management, Robust Infra Availability and Architectural Excellence :

- Set enterprise service reliability outcomes and engineering mechanisms (availability, incident reduction, MTTR/MTBF, change success rate) across infrastructure domainsdriving systemic fixes and measurable resilience improvement.

- Evolve service management maturity and governance through clear operational standards, automation, and performance transparency (dashboards, supplier scorecards, QBRs), ensuring consistent execution across geographies and partners.

- Drive portfolio-level efficiency and unit-economics improvements (cost-to-serve, automation coverage, vendor productivity) through disciplined budgeting/forecasting, FinOps, standardization, and strategic sourcing.

Technology Infra Audit, Compliance & Governance :

- Define and maintain clear RACI and control ownership across infrastructure domains and shared services to enable consistent execution, auditability, and faster decision-making.

- Own the infrastructure control framework across cloud, enterprise network/telecom, and contact centerstandardizing policies, configuration baselines, and change/access controls; drive continuous audit readiness and measurable reduction in control exceptions.

- Define and maintain the crown jewels inventory for infrastructure services and engineering; set tiered availability and resilience requirements (SLOs, RTO/RPO) and mandate end-to-end observability (monitoring/logging/tracing, synthetic checks, alerting) to evidence control effectiveness and prevent material incidents.

- Institutionalize ITSM control compliance (change, incident/problem, access, configuration/CMDB) with measurable control performance, automated evidence collection where feasible, and clear accountability for remediation.

- Implement risk sensing and early-warning mechanisms (analytics and automation) and extend compliance governance to providersensuring SLA/OLA adherence, audit cooperation, and root cause analysis within agreed timelines.

Talent and Provider Ecosystem Leadership :

- Design the organization and talent strategy for infrastructure and engineeringbuilding leadership depth, succession plans, and future-ready capabilities (cloud, SRE, security engineering, AI infrastructure, network/telecom) across employee and provider models.

- Lead strategic sourcing and partner governance across Hyperscalers, CCaaS, global telcos, OEMs, and service providersdriving contracting strategy, QBR/scorecards, risk controls, and commercial outcomes (savings, productivity, and service performance).

- Represent enterprise infrastructure in senior leadership and client forumsproviding transparent reporting on service health, risks, and investment trade-offs; drive stakeholder management, timely escalation, decision-making, and delivery confidence.

Interactions :

Primary Internal Interactions :

- CXO : Members of Executive Committee/ Operating Committee/ Global Leadership Committee

- Business : BU Heads/ Operations Leaders/ Process Owners/ Client Management Teams

- Functions : Functions Heads/ Sub Functions Leaders/ Process Owners/ Finance

- Internal Technology SME groups Cloud Infrastructure & Engineering, Technology Operations, Cyber Security, Enterprise AI, Technology Applications and Delivery Leads across the Business

- EXL Internal / External Auditors

- Clients CXOs/ Leaders/ Teams

- Business Business Unit Heads/ Operations Leads/ Process Owners

- External Technology Expert Groups

- External Providers OEMs, Solution Partners, Service Providers

- Industry Forums

Required Competencies and Skills :

Technical Competencies :

- Engineering-led understanding of enterprise infrastructure architecture, service reliability (SRE), and modern operations (AIOps/observability) across hybrid and multi-cloud environments.

- Cloud & platform engineering (IaaS/PaaS), enterprise systems engineering (compute, storage, backup/DR), and standardized reference architectures/guardrails for secure-by-design delivery.

- Enterprise network engineering and global telecom (WAN/LAN/Wi-Fi, SD-WAN, voice) including Contact Center platforms (CCaaS/on-prem), carrier/provider management, and global connectivity resilience.

- Service management platforms and engineering enablement (e.g., ServiceNow ITSM/ITOM), workflow orchestration, CMDB/service mapping, and integration patterns that accelerate delivery and improve reliability.

- Metrics-driven governance : observability dashboards, SLIs/SLOs, availability & capacity engineering, FinOps/cost optimization, risk/compliance reporting, and supplier/partner performance management.

- Digital Employee Experience (DEX) and self-service agents that provide a unified experience across workplace, collaboration, and core IT servicesleveraging agentic AI, automation, policy-as-code, and identity-aware access.

- Identity & Access Management (SSO, MFA, PAM, Zero Trust) and AI Infrastructure foundations (GPU/accelerated compute, data/feature pipelines, MLOps/LLMOps enablement) along with Infrastructure-as-Code and CI/CD to industrialize delivery.

- Executive-level management reporting and financial acumen for infrastructuredefining and building KPI/OKR dashboards and board-ready narratives, owning budget planning/forecasting, and driving FinOps (unit economics, showback/chargeback, and cost optimization) to improve efficiency and investment outcomes.

Process Specific Skills :

- Cloud governance and engineering processes : landing zones, guardrails/policy-as-code, FinOps, capacity engineering, resilience/DR testing, and change enablement for hybrid and multi-cloud.

- Identity & Access Management (IAM) governance and processes including joiner/mover/leaver, access certifications, privileged access management, and Zero Trust controls aligned to compliance requirements.

- Enterprise Network, Global Telecom and Unified Communications processes: service design, capacity planning, carrier/provider governance, incident/problem management, and continuous improvement for global connectivity and voice services.

- Contact Center technology processes (CCaaS/on-prem): call-flow governance, quality/recording compliance, workforce-integrations, release management, and reliability practices to protect customer and user experience infusing AI and cutting-edge technology.

- Enterprise systems operations engineering : standardized build/run processes for compute, storage, backup and DR; patch/vulnerability management; configuration standards; and performance engineering.

- AI infrastructure and MLOps/LLMOps enablement processes : GPU capacity planning, model/service onboarding standards, data access controls, observability, and cost governance for AI platforms.

- Understanding of processes of Enterprise Functions (Finance, HR, Legal, Sales & Marketing) will be preferred.

- Understanding Business Verticals like Insurance, Banking, Utilities, Logistics, Travel is desirable.

Education Requirements :

- Bachelors degree in Engineering/Computer Science/Information Technology (or equivalent); advanced degree preferred.

- MBA (preferred) or Masters degree (MS/MTech) in a relevant domain to support executive leadership, operating model design, and large-scale transformation.

- Industry-recognized certifications preferred (as applicable) : Cloud Architecture (AWS/Azure/GCP), Enterprise Architecture (TOGAF), Security (CISSP/CCSP/Zero Trust), ITIL 4, Program/Portfolio Management (PMP/PRINCE2), and DevOps/SRE/AIOps/AI platform certifications.

Work Experience Requirements :

- 20 - 25 years of progressive leadership across enterprise infrastructure engineering and architecture (cloud/platform, core systems, network/telecom, IAM, and AI infrastructure), with proven ownership of strategy execution, and large-scale transformation outcomes.

- Demonstrated accountability for always-on availability and performance of business-critical infrastructure at global scalesetting reliability targets, governing operational readiness, and driving cross-geography execution through SRE, observability, and resilient architecture.

- Track record of transforming infrastructure and engineering organizations through automation and AIindustrializing Infrastructure-as-Code, AIOps/SRE practices, self-healing, and data-driven continuous improvement to reduce risk and improve service outcomes.