Key Responsibilities :

Strategy & leadership :

Own the global IT roadmap and budget across the United States, India, and the Philippines, aligned to business growth and US technology leadership priorities.

Assess and choose the India IT delivery model (internal team, MSP, or hybrid) after onboarding; govern Philippines-based IT staff who execute local delivery and device logistics. Set SLAs and performance standards across all regions, and direct remote teams as needed.

Serve as the primary IT leader across Snapscale operations, reporting to US technology leadership and partnering with India Operations and Philippines Compliance.

Own India IT procurement and system setup (hardware, connectivity, SaaS, security tooling) with a named approval path; no side-channel purchases or ad-hoc system provisioning. Extend the same procurement and change-control discipline to global IT spend.

Own global IT operations, security, endpoints, and cloud. Partner with US technology leadership on shared identity, ticketing, and data integrations. Do not own the application product roadmap.

Infrastructure, cloud &

- BPO operations :

Own the availability, performance, and security of all IT infrastructure across the United States, India, and the Philippines - servers, storage, networking, telephony, and workstations - supporting 24/7 BPO operations.

Lead cloud strategy and administration (e.g., AWS/Azure/M365, Google Workspace, VoIP/UCaaS), including migrations, cost management, and resilience/DR.

Design and operate India-led L2/L3 support and on-call coverage so office and approved work-from-home staff receive timely help across US, Philippines, and India hours.

Lead the Philippines on-premises-to-cloud migration as a Year-1 priority

- India owns backend server configuration and maintenance thereafter, while the Philippines retains local client-facing support.

Ensure business continuity and disaster recovery planning, backups,



and tested recovery for all global sites.

Endpoint & device lifecycle (incl. remote/WFH provisioning) :

- Own the full device lifecycle for India: procurement, imaging, deployment, maintenance, warranty/repair, refresh, and secure decommissioning of laptops, monitors, headsets, and peripherals - including provisioning and logistics for on-site staff and any approved remote/work-from-home employees (shipping, asset tracking, break-fix/replacement, device recovery on exit).
- Build scalable asset logistics for a distributed India workforce (no dedicated equipment warehouse today; agent-managed distribution and returns via Amazon Business with GST).
- For the Philippines, set and govern endpoint standards, security baselines, and lifecycle policy
- Philippines-based IT staff execute physical device logistics locally.
- For the US, set and govern endpoint standards, security baselines, and support model for US-based staff and systems.
- Enforce endpoint security across all regions via MDM/EDR, disk encryption, patch management, and standardized, locked-down builds.

Security &

- HIPAA compliance (global) :
- Own IT security controls that keep all regions HIPAA-compliant and support our SafeBase Initiative - access management, encryption, logging/monitoring, and physical technical safeguards for PHI.
- First mandate: eliminate shared credentials and enforce named user accounts, MFA, joiner/mover/leaver workflows, and periodic access reviews. Route AI-tool and privileged-access requests through US technology leadership for approval.




- Lead IT readiness for internal and client audits, risk assessments, and security certifications the company pursues (e.g., ISO 27001, SOC 2) across all sites; remediate findings.
- Define and enforce consistent IT security policies, incident response, and user security awareness across the United States, India, and the Philippines.
- Run responsive IT service desks with clear SLAs, onboarding/offboarding, and access provisioning across all regions.
- Manage vendors, MSPs, and OEMs - contracts, AMCs, SLAs, and performance - for hardware, connectivity, cloud, and security tooling globally.

Required Qualifications :

- 10 years in IT with 5 years leading IT in a BPO, ITES, shared-services, or healthcare environment; multi-site and multi-country experience strongly preferred.
- Proven ownership of IT infrastructure, cloud, endpoint management, and IT security at scale.
- Solid working knowledge of enterprise networking - LAN/WAN, VPN and secure remote access, firewalls, VLAN segmentation, and network security - sufficient to set architecture and direct engineers and vendors.
- Hands-on knowledge of HIPAA IT safeguards (or comparable frameworks such as SOC 2 / ISO 27001 / HITRUST) and experience passing client or third-party security audits.
- Hands-on knowledge of Microsoft 365, Entra ID (Azure AD), Active Directory, and identity and access management (IAM) for audit-ready access governance.
- Strong background in endpoint/device lifecycle management, including remote workforce provisioning and asset control.
- Experience managing 24/7 operations, DR/BC, and vendor/MSP relationships.
- Excellent spoken and written English; able to serve as the primary IT liaison to Philippines compliance for HIPAA audits, BAAs, and client security questionnaires.
- Demonstrated people leadership - building and developing IT teams, including managing staff remotely across locations.

📌 IT Director - Security & HIPAA Compliance (India)
🏢 Naukari Wale
📍 India