• Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems. • Own uptime and SLA performance (99.9%+ availability) for critical services. • Establish alerting, escalation, and Major Incident Management processes. • Reduce MTTR through automation, runbooks, and post-incident reviews. • Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts. • Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness. • Govern Group Policy, identity standards, and security baselines. • Lead identity lifecycle management including provisioning, RBAC, and privileged access controls. • Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms. • Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing. • Implement and optimize monitoring platforms across infrastructure and identity systems. • Improve alert quality through tuning and proactive detection. • Lead Tier 1 triage and Tier 2 escalation. • Oversee Root Cause Analysis and corrective action tracking. • Direct global IT Helpdesk operations. • Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs. • Oversee identity-related support including MFA and access governance. • Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration. • Deploy knowledge management to improve first-call resolution. • Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints. • Lead hybrid integrations and data center operations. • Ensure Business Continuity and Disaster Recovery readiness. • Align operations with security tooling including SIEM and EDR. • Establish ITSM disciplines including incident, problem, change, configuration, and access management. • Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health. • Manage vendors, contracts, and operational budgets. • Partner cross-functionally to align service delivery with business priorities. • Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements. • Maintain documented infrastructure and identity controls for audits.