Job Title: Director, Information Technology Operations
Location: Kochi, India (Hybrid)
Permanent – Full time

About Us:
Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

Build Your Career with Cyncly in Kochi
Kochi is Cyncly’s newest hub, opening doors to exciting career opportunities across diverse functions. Here, you’ll collaborate with global experts, engage in innovative projects, and grow in a culture that values innovation, flexibility, and continuous learning. With access to top mentors, excellent learning resources, and a flexible and autonomous working environment, you’ll have everything you need to thrive.

Make it amazing—take your career to the next level with Cyncly in Kochi!

About the Role:
The primary responsibility of the Director, Information Technology Operations is to manage the IT teams that support hybrid on-premises & cloud network server infrastructures, user hardware and software, account management and controls, and application administration, ensuring that they are aligned to support Cyncly’s ability to successfully meet its business objectives.

This individual’s principal goals are to develop solutions and methodologies that allow for the effective and smooth management of an infrastructure and solutions that supports Cyncly’s Business Units, Corporate Service departments and project offices and to attain service level agreements for users across the organization.

The Director, IT Operations will plan, design, and direct all operational activities of the IT operational teams, as well as provide direction and support for IT solutions that enhance mission-critical business operations. The Director, IT Operations will work closely with decision makers in other teams and departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

Key Position Responsibilities Include:
Strategy & Planning

• Collaborate with Vice President, Information Technology and Security to formulate and deploy long-term operational plans for providing scalable, efficient and cost-effective information processing, communication and collaboration services and technologies.
• Implement an ITIL aligned IT service management strategy to ensure efficient, scalable and metric driven operations.
• Organizing and negotiating the allocation of resources with a focus on exceptional user experience and world class operational outcomes.
• Ensure excellence in end user and IT infrastructure support by providing regular metric-based insights into the ability of IT operations to fulfill its commitment to a global IT services catalog.
• Participate in providing technology guidance, road maps, principles, standards, and best practices.

Operational Management

• Ensure the availability, performance and security of our global hybrid infrastructure by defining and meeting appropriate SLAs and KPIs.
• Define and communicate project milestones, service level agreements, and resource allocation to Vice President of IT and Security, department leads, support staff, and end users.
• Ensure alignment with budgets for and from R&D/IT department divisions and ensure they comply with stated goals, guidelines, and objectives.
• Review performance of IT systems and services to determine metric driven operating costs, productivity levels, and upgrade requirements.
• Benchmark, analyze, report on, and participate in recommendations for the improvement of the IT infrastructure and IT systems.
• Develop bid requirements for all hardware and software upgrades, review submitted bids for compliance with stated requirements and makes the appropriate award.
• Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware and software based on department needs.
• Assist in the development of business cases including cost/benefit analyses for IT spending and initiatives.
• Oversee provision of end-user services, including service desk and technical support services.
• Participate in the development and lead in the implementation all IT policies and procedures, including those for architecture, security, disaster recovery, purchasing, and service provision.
• Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.
• Manage global IT operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Establish and maintain regular written and in-person communications with the organization’s senior leaders, department heads, and end users regarding pertinent IT activities.

Required Experience and Qualifications:

• Minimum 15 years of relevant work experience and a bachelor’s degree, or 10 years of relevant work experience and a master’s degree. Degrees in computer science, information systems, or business administration with technology as a core component preferred.
• Minimum of 10 years of experience managing and/or directing IT operational teams.
• Proven experience leading operational support teams related to Hybrid IT infrastructure including Microsoft Azure, Windows OS, Mac OS.
• Demonstratable experience working in a fast-faced, high growth team-oriented, collaborative environment.
• Good understanding and technical knowledge of current network and client operating systems, hardware, protocols, and standards, such as Windows OS, MacOS, cloud platforms including Microsoft 365, Azure, Cisco, HP and CheckPoint hardware, common desktop productivity software solutions.
• Experience with systems design and development from business requirements analysis through to day-to-day management.
• Demonstrated experience in developing ITIL and/or COBIT aligned IT Operational processes, cross-functional business processes, managing staff, budgeting, and/or overseeing business office operations.
• Demonstrated ability to apply IT in solving business problems.
• Demonstrated ability to manage a global IT Operations team (follow the sun model)

Required Skills and Competencies:

• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated, self-directed, and attentive to detail.
• Excellent proficiency in English written, oral, and interpersonal communication skills.

Working for Us
At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.

That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better. Come join us.