Senior Manager/Tower Lead for India-Infrastructure & Operations

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

What Your Impact Will Be: 

Leadership and Team Management:

• Lead, mentor, and develop a team of infrastructure operations engineers and specialists.
• Foster a collaborative, high-performing, and results-oriented team culture.
• Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Manage team schedules, on-call rotations, and ensure adequate staffing levels.
• Identify training and development needs within the team.

Infrastructure Operations and Maintenance:

• Oversee the day-to-day operations, maintenance, and monitoring of all IT infrastructure components (servers, storage, network, firewalls, load balancers, etc.).
• Ensure high availability, performance, and stability of critical systems and services.
• Implement and enforce ITIL best practices for incident, problem, change, and configuration management.
• Develop and maintain comprehensive documentation for infrastructure configurations, processes, and procedures.
• Manage and optimize backup, recovery, and disaster recovery processes.
• Collaborate with Design, Engineering, Capacity, Strategy, Security and Application teams

Cloud Infrastructure Management:

• Manage and optimize our cloud infrastructure (e.g., AWS, Azure, GCP) for performance, cost-efficiency, and security.
• Implement and maintain cloud monitoring and alerting systems.
• Ensure compliance with cloud security policies and best practices.

Security and Compliance:

• Collaborate with the security team to implement and maintain security policies and procedures for the infrastructure.
• Ensure compliance with relevant industry regulations and standards (e.g., SOC 2, SOCr, NIST, RAP and PCI).
• Participate in security audits and implement remediation plans.

Collaboration and Communication:

• Collaborate effectively with other IT teams (e.g., development, security, support) and business stakeholders.
• Communicate clearly and concisely with technical and non-technical audiences regarding infrastructure status, incidents, and projects.
• Participate in strategic planning and contribute to the development of IT roadmaps.

Problem Solving and Incident Management:

• Lead the resolution of complex infrastructure issues and outages.
• Conduct root cause analysis and implement preventative measures.
• Develop and maintain incident response plans.

Continuous Improvement:

• Identify opportunities for process improvement and automation within infrastructure operations.
• Implement solutions to enhance efficiency, reliability, and scalability.
• Stay current with emerging technologies and industry trends.

Technical Expertise:

• Strong technical expertise across a broad range of infrastructure technologies, including:
  • Server operating systems (Windows Server, Linux)
  • Networking (TCP/IP, DNS, DHCP, routing, switching, firewalls, VPN)
  • Storage solutions (EMC, iSilon, SAN, NAS)
  • Virtualization technologies (VMware, NSX)
  • Cloud platforms (AWS, Azure, GCP) – deep understanding of at least one is required.
  • Monitoring and alerting tools (e.g., SolarWinds, Nagios, SCOM, CloudWatch, Azure Monitor)
  • Automation tools (e.g., Ansible, Chef, Puppet, scripting languages like Python, PowerShell)
  • Collaboration tools (O365, Zoom, Teams)
  • Database management (Oracle, OCI, MsSQL, MySQL)
• Proven ability to lead and motivate technical teams.
• Excellent problem-solving and analytical skills.

Required Qualifications:

Education:

• Bachelor's degree in computer science, Information Technology, or a related field.

Experience:

• 15+ years in infrastructure operations or similar role.
• At least 5 years managing offshore technical teams in a global 24/7 operations environment.
• Demonstrated experience with ITIL best practices, including incident management, change management, problem management, and release management.
• Proven expertise in infrastructure domains: compute, storage, backup, cloud platforms, and networking.
• Hands-on experience with disaster recovery planning, business continuity, and compliance frameworks (SOC 2, NIST, PCI).

Leadership & Interpersonal Skills:

• Proven ability to lead, mentor, and inspire technical teams with excellent interpersonal and communication skills across all organizational levels.
• Strong capability to conduct root cause analysis and implement preventative measures for complex infrastructure issues.

Technical Expertise:

• Strong understanding of server operating systems (Windows Server, Linux).
• Proficiency in networking fundamentals (TCP/IP, DNS, DHCP, routing, switching, firewalls, VPN).
• Hands-on experience with storage solutions (EMC, Isilon, SAN, NAS).
• Demonstrated expertise in virtualization technologies (VMware, NSX).
• Deep understanding of at least one cloud platform (AWS, Azure, or GCP).
• Experience with IT Service Management (ITSM) tools and processes, including capacity management and service desk operations.
• Familiarity with collaboration suites (Microsoft Teams, Zoom, WebEx, audio-visual systems).
• End User Services – Service Desk (SD), Remote Desk Support (RDS), Field Services Support (FSS)
• End User Experience

Preferred Qualifications:

• Master's degree in Computer Science, Information Technology, or a related field.
• Professional certifications: ITIL, AWS Solutions Architect, Azure Administrator, or Google Cloud Professional.
• Proficiency with infrastructure monitoring tools (SolarWinds, Nagios, SCOM, CloudWatch, Azure Monitor).
• Experience with automation and scripting tools (Ansible, Chef, Puppet, Python, PowerShell).
• Hands-on experience with ServiceNow and advanced change management frameworks.
• Knowledge of DevOps practices and cloud operational support services.
• Experience managing co-location facilities and outsourcing relationships with emphasis on vendor management and budget oversight.
• Background in end-user services including service desk support, remote desktop support, and field services support.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy