Director(A) de Infraestructura de IT

Director(A) de Infraestructura de IT

GENERAL DESCRIPTION:

Leads, plans, organizes, and manages all aspects of the organization’s technology infrastructure to ensure stability and security, and optimal performance in the operations of the IT organization. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly network and server infrastructures, databases, and telecommunication systems. Schedules and directs activities to solve hardware and software problems. Leads and supervises personnel performing management, network support (LAN/WAN), and telephone switchboard functions, including all components (servers, AS/400, routers, switches, SAN, NAS, tape library) and any other components of the MCS LAN/WAN. They also include telephony components (PBX, ACD/ CTI, WFM, ASPECT, and Call Recording System) and database management. Manages the Problem Management process following ITIL best practices.

ESSENTIAL FUNCTIONS:

• Develops and executes strategies to anticipate and plan for upgrades to network management systems, support systems, and telecommunication infrastructure, including hardware and software needs.
• Designs, coordinates, and manages infrastructure investment projects across various stages to ensure timely and efficient implementation.
• Leads the Problem Management process following ITIL best practices, conducting root cause analysis and implementing corrective actions.
• Ensures the proper maintenance, security, and performance of hardware and software environments, including servers, networks, databases, and telephony systems. Monitors system performance, capacity, and security to proactively identify areas for improvement and ensure optimal operation.
• Provides technical leadership and supervises personnel involved in network support, system management, and telecommunications operations, fostering a culture of service excellence and teamwork.
• Oversees backup, data recovery, and disaster recovery policies, ensuring compliance with company standards and regulatory requirements.
• Manages installation, configuration, and upgrades of network components (routers, switches, PBX, ACD/CTI, WFM), and supervises external vendors to ensure contractual and quality standards are met.
• Coordinates the installation and support of telecommunication systems, including telephone switchboards, ensuring continuous service availability 24/7.
• Maintains comprehensive documentation of network, server, telephony, and database configurations, updates, and procedures.
• Prepares and presents weekly reports on system performance, availability, and incident resolution metrics to executive management.
• Ensures compliance with company policies, industry standards, and legal requirements related to IT infrastructure and telecommunications.
• Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS:

Education and Experience: Masters degree in Computer Science, Information Systems, Electrical Engineering, or Computer Engineering. Minimum seven (7) years of experience in managing information systems, networks, or security at the managerial level which includes at least four (4) years of experience supervising personnel.

OR

Education and Experience: Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or Computer Engineering. Minimum five (5) years of experience in managing information systems, networks, or security at the managerial level which includes at least two (2) years of experience supervising personnel.

“Proven experience may be replaced by previously established requirements.”

Certifications / Licenses: N/A

Other: N/A

Languages:
Spanish – Advanced (comprehensive, writing and verbal)
English – Advanced (comprehensive, writing and verbal)

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