Description
About the Role:
We are seeking an experienced and driven Portfolio Lead – Infrastructure Support to take ownership of our Colombo-based infrastructure support delivery. This is a senior leadership position responsible for coordinating day-to-day support operations, managing a team of cloud and infrastructure engineers, and acting as the primary interface between the Colombo team and Novigi’s GM Infrastructure Engineering based in Australia.
This role is suited to someone with a strong technical foundation in cloud infrastructure who has progressed into leading teams and managing delivery portfolios. You will drive operational excellence, support quality, and team capability uplift, while maintaining close alignment with Novigi’s standards, tools, and practices.
Key Responsibilities:
- Lead, mentor, and develop a team of mid-to-senior cloud and infrastructure engineers in the Colombo office
- Act as the primary escalation point for infrastructure support incidents, service requests, and platform issues across the portfolio
- Coordinate delivery of infrastructure support across multiple Australian client environments (superannuation funds, managed services), ensuring SLA compliance and quality outcomes
- Maintain visibility of team capacity, workloads, and resourcing across the portfolio, reporting to the GM Infrastructure Engineering
- Drive continuous improvement in support processes, runbooks, tooling, and knowledge management practices
- Champion a culture of operational rigour, accountability, and technical excellence within the Colombo team
- Collaborate closely with Australian-based infrastructure, application, and service operations leads to ensure seamless cross-functional delivery
- Contribute to hiring, onboarding, and capability development activities as the Colombo infrastructure team grows
- Ensure adherence to Novigi’s governance, security, compliance, and change management standards across all support activities
What We Are Looking For
You are a technically grounded infrastructure professional who has made the transition into leading teams and managing service delivery at portfolio scale. You combine hands-on cloud and infrastructure experience with the communication skills and delivery discipline to operate effectively across a distributed, cross-cultural team.
Qualifications & Experience:
- 5–8 years of experience in cloud infrastructure, systems engineering, or managed services environments
- Demonstrated experience leading a team of infrastructure or cloud engineers in a support or managed services context
- Hands-on experience across AWS and/or Microsoft Azure, including networking, IAM, compute, and storage fundamentals
- Strong working knowledge of ITSM principles and service delivery frameworks (incident, change, problem management)
- Proven ability to manage competing priorities across a portfolio of clients or environments under time pressure
- Experience operating in a regulated industry (financial services, superannuation, healthcare, or similar), with awareness of compliance and audit obligations
- Excellent written and verbal communication skills; ability to brief senior stakeholders clearly and concisely
- Demonstrated people leadership capability including coaching, performance management, and team development
Highly Desirable:
- AWS or Azure certifications at Associate level or above (e.g. AZ-104, AWS Solutions Architect Associate)
- Experience with ITSM tooling such as ConnectWise, Jira Service Management, or ServiceNow
- Familiarity with infrastructure-as-code practices (Terraform, ARM templates, or similar)
- Exposure to monitoring and observability platforms (Datadog, Azure Monitor, CloudWatch, or similar)
- Experience working in or closely with an offshore or nearshore delivery team in a support-oriented model
- Familiarity with APRA CPS 234 or equivalent financial services compliance frameworks
- Practical experience incorporating AI tooling (such as Claude or GitHub Copilot) into infrastructure operations and team workflows to improve quality and delivery efficiency
Reporting & Working Arrangements
This role reports directly to the GM Infrastructure Engineering (based in Australia). The successful candidate will be expected to work standard business hours aligned to Australian Eastern Time for a substantial portion of the working day to enable real-time collaboration with Australian counterparts. Specific shift arrangements will be confirmed during the recruitment process.
