Description:

Role Overview:

The Lead CSI Infrastructure, Applications, Observability & Automation Programs is a senior leadership role responsible for driving continual service improvement (CSI) programs across infrastructure, applications, observability, and automation.

In addition to technical and program leadership, this role carries account-level ownership, ensuring delivery excellence, stakeholder confidence, value realization, and long-term account health across strategic enterprise customers or internal business units.

The role blends engineering depth, transformation leadership, and consultative account stewardship to ensure platforms are reliable, scalable, and continuously improving.

Key Responsibilities:

Strategic Program & CSI Leadership

- Own end-to-end planning and execution of CSI, observability, infrastructure automation, and AI-led operations programs.

- Define and deliver multi-phase transformation roadmaps aligned with business priorities and account objectives.

- Drive cross-functional alignment across Platform Engineering, DevOps, Application Support, Database, Security, Network, and NOC teams.

- Ensure programs deliver measurable improvements in stability, efficiency, and cost optimization.

- Ensure initiatives directly improve incident prevention, faster detection, and root cause isolation.

Account Ownership & Stakeholder Management

- Act as the senior delivery and CSI owner for assigned strategic deliverables.

- Build and maintain strong relationships with customer IT leadership, operations heads, and business stakeholders.

- Translate account expectations into clear technical programs, KPIs, and execution plans.

- Lead CSI reviews, and executive steering forums.

- Ensure transparency on delivery status, risks, dependencies, and outcomes.

AI & Predictive Analytics Implementation

- Champion AI/ML-driven initiatives for:

- Predictive incident detection

- Capacity optimization

- Performance anomaly forecasting

- Partner with data science and platform teams to productionize models and embed them into operations.

- Ensure AI initiatives move beyond PoCs to measurable operational outcomes.

Delivery Governance, & Account Health

- Track program KPIs, milestones, budget adherence.

- Identify and manage delivery risks, scope creep, and dependency challenges.

- Support account growth by identifying CSI-driven expansion opportunities.

- Ensure long-term account stability, trust, and value realization.

Skills and Experience:

- 20+ years of experience in Engineering, DevOps, or Enterprise Monitoring roles

- Strong experience in program leadership across multiple concurrent engineering initiatives.

- Ability to drive business alignment, translate requirements into technical objectives, and deliver outcomes.

- Familiarity with planning, forecasting, and governance frameworks.

- Excellent communication and stakeholder management skills across technical and executive levels.

- Capable of working in a blended environment (in-house + partners) in a matrix organization.