• Unify TechOps Organizations: Consolidate the infrastructure teams across acquired entities into a single global function with consistent processes, tooling, titles, and culture. • Drive Cultural Transformation: Instill a culture of urgency, ownership, and a bias toward action across all infrastructure teams globally, embracing AI-powered agentic workflows to accelerate velocity. • Design Organizational Structure: Implement a structure that streamlines operations and optimizes for velocity, eliminating redundancies and establishing clear ownership, accountability, and escalation paths across approximately 150 employees. • Build Talent Pipeline: Drive workforce planning, skills development, and talent acquisition to ensure the organization has the capabilities required for a modern, cloud-forward infrastructure environment. • Own Core Infrastructure: Operate and optimize on-premises and cloud data centers, networking, server and container virtualization, operating systems, databases, and L3 customer system support. • Drive Cloud Modernization: Lead cloud migration and modernization initiatives, optimizing the balance between on-premises and cloud infrastructure for cost, performance, and reliability. • Establish Operational Excellence: Define and enforce SLAs, incident management, disaster recovery, and business continuity standards across the entire infrastructure estate. • Implement Observability & Automation: Deploy robust monitoring, observability, and automation to improve system reliability and reduce mean time to resolution. • Manage End-User Technology: Oversee employee hardware lifecycle management, productivity software deployment, and L2 internal user support across a global workforce. • Champion AI Adoption: Drive enterprise-wide adoption of AI-powered tools and agentic workflows across the infrastructure organization, creating a culture of velocity through intelligent automation. • Optimize Enterprise Platforms: Manage and optimize the enterprise systems portfolio including NetSuite (Finance), Coupa (Procurement), Workday (HR), and Salesforce (Sales), ensuring alignment with business processes and organizational needs. • Collaborate with Business Leaders: Partner with Finance, Procurement, HR, and Sales leadership to translate operational requirements into system capabilities and drive adoption. • Manage Vendor Relationships: Oversee vendor relationships, contract negotiations, and total cost of ownership for enterprise platforms. • Establish a rigorous quarterly planning process with strong commitment to frequent, predictable releases across all infrastructure services. • Deliver Transparency: Provide real-time visibility to the executive team and organization on work in progress, scheduled release dates, and capacity mapped to strategic initiatives. • Develop and maintain dashboards that give real-time visibility into infrastructure health, project delivery, and resource utilization. • Deliver top-line growth enablement and bottom-line efficiency through infrastructure optimization, cost management, and strategic investment recommendations.

• Acquire and/or coordinate the acquisition of all permits needed to enable construction activities. • Maintain compliance with all applicable Federal, State and Local rules and regulations and company-established standards. • Maintain communication with the authorities having jurisdiction of the Rights-of-Way in order to manage each permit acquisition process. • Submit Permit Applications State DOT and Railroad crossings. • Coordinate with field personnel to ensure manner of crossing and installation is compliant by State, Federal, and Local Standards. • Coordinate with CAD Tech to prioritize permits needing drawn up and ensuring received drawing meets entity standards. • Keep track of all upcoming, submitted and completed permit applications, communicating to all relevant teams when crossings are approved. • Process completed permits as required by entity. • Process utility verification requests. • Administrative Contact for Utility Relocations. • Process Easement Encroachments & Vacations.

• Conduct outbound prospecting through cold calling, cold emailing, LinkedIn outreach, and other lead generation channels. • Identify, qualify, and nurture potential customers based on ideal client profiles. • Schedule meetings and demos for Account Executives and sales teams. • Conduct discovery calls to understand a prospect’s tech stack, cloud environment, and business challenges. • Communicate the value of IT and technology solutions including Cloud, SaaS, Networking, Cybersecurity, and AI infrastructure. • Manage and update CRM systems to maintain accurate pipeline tracking and seamless hand-offs. • Stay informed on industry trends such as Hybrid Cloud, Edge Computing, AI infrastructure, and digital transformation. • Meet or exceed KPIs related to outreach, meetings booked, and pipeline generation.

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues • Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments • Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data • Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations • Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths • Meet SLA commitments for escalated tickets while proactively identifying and escalating risks • Participate in on-call rotation and provide occasional after-hours or weekend coverage for enterprise escalations • Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments • Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance • Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling • Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene • Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks • Author and improve Help Center content focused on high-volume technical issues • Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities.