Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

As the Director of IT for Infrastructure and Operations, you will be responsible for leading the strategic vision, development, implementation, and maintenance of information technology systems related to corporate systems within the organization including the LAN, WAN, and computing devices.. This role requires a blend of technical expertise, project management skills, and a deep understanding of corporate IT and ITSM processes to ensure the effective utilization of IT resources in support of our goals. 

You will lead an expanding global team of network engineers and administrators, systems engineers and administrators, IT operations engineers and people managers located throughout the world who deliver and manage various SaaS business solutions for our business users.  This is a key leadership position reporting to the Chief Information Officer(CIO) under the StratOps function. As a senior member of the IT leadership team, this role will be responsible for co-owning and driving the technology roadmap for Freshworks IT.  This position requires someone with a combination of analytical thinking, strategic vision, and excellent managerial skills.

Key Responsibilities: 

• Strategic Leadership:
  • Develop and execute a strategic vision for the IT infrastructure and operations, aligning with the overall business objectives.
  • Provide leadership in evaluating, selecting, and implementing SaaS solutions to enhance efficiency and productivity.
• Team Management:
  • Lead and mentor a high-performing team of IT network engineers and administrators, systems engineers and administrators, IT operations engineers, fostering a collaborative and innovative work environment.
  • Oversee the recruitment, training, and development of IT staff to ensure a skilled and motivated team.
• Infrastructure Management:
  • Manage and optimize the company's IT infrastructure, ensuring high availability, reliability, and performance.
  • Implement best practices for system monitoring, capacity planning, and disaster recovery.
• SaaS Expertise:
  • Leverage deep expertise in SaaS-based stacks to drive the adoption of best-of-breed solutions.
  • Evaluate, select, and integrate new SaaS technologies that align with business requirements and goals.
• Security and Compliance:
  • Establish and enforce security protocols to safeguard the organization's data and systems.
  • Ensure compliance with industry regulations and standards related to IT infrastructure.
• Vendor Management:
  • Manage relationships with key technology vendors and service providers.
  • Negotiate contracts, oversee service level agreements, and ensure vendor performance meets expectations.
• Budget Management:
  • Develop and manage the IT budget, ensuring cost-effectiveness and alignment with organizational goals.
  • Identify opportunities for cost savings and process improvements.

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• Proven experience as a senior leader in IT infrastructure and operations, with a focus on SaaS-based stacks.
• Strong strategic thinking and problem-solving skills.
• Excellent leadership and team management abilities.
• In-depth knowledge of cloud technologies, virtualization, and network infrastructure.
• Familiarity with cybersecurity best practices and compliance standards.
• Exceptional communication and interpersonal skills.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.