We are seeking a highly motivated and experienced Global IT Infrastructure and Communication Manager to lead and oversee our global IT infrastructure and communication systems. This role is crucial in ensuring the smooth and reliable operation of our business by providing secure and efficient IT services across all locations. The ideal candidate will possess strong technical expertise, excellent leadership skills, a proven track record in managing complex IT environments, experience with incident management, on-call support strategies, and expertise in networking design, implementation, and maintenance. This position reports directly to the IT Operations Director and is based onsite in either Bogotá, Colombia or Ciudad de México, México.

100% On-site in Colombia or Mexico.

• Infrastructure Management: Oversee the design, implementation, maintenance, and support of the company’s global IT infrastructure, including PCs, tablets, switches, internet service providers (ISPs), access points (APs), cabling, physical servers, and other related hardware and software.
• Communication Systems Management: Manage all aspects of the company’s communication systems, ensuring reliable and efficient communication across all locations.
• Networking Design, Implementation, and Maintenance: Lead the design, implementation, and maintenance of the company’s network infrastructure, including LANs, WANs, VPNs, firewalls, and other network security devices. Ensure network performance, security, and scalability.
• Team Leadership and Management: Lead and mentor a global team of IT infrastructure and communication professionals, providing guidance, training, performance management, and fostering a positive and productive team environment.
• Incident Management: Establish and manage the incident management process, ensuring timely resolution of IT incidents and minimizing disruption to business operations. This includes incident logging, prioritization, escalation, resolution, and post-incident analysis.
• On-Call Strategy: Develop and implement an effective on-call strategy to provide 24/7 support for critical IT infrastructure and communication systems. This includes defining on-call schedules, escalation procedures, and communication protocols.
• Inventory Management: Maintain accurate and up-to-date inventory of all IT infrastructure assets, including hardware, software, and licenses. Implement and manage an effective asset management process.
• Onboarding/Offboarding: Manage the IT aspects of the employee onboarding and offboarding processes, ensuring seamless transitions for new hires and departing employees. This includes account creation/deletion, equipment provisioning/retrieval, and access management.
• Playbook Development: Develop and maintain standardized playbooks for setting up new offices of varying sizes, ensuring consistency and efficiency in infrastructure deployment.
• Vendor Management: Manage relationships with IT vendors and service providers, ensuring cost-effective and high-quality services.
• Budget Management: Contribute to the development and management of the IT infrastructure budget.
• Security: Implement and maintain security measures to protect the company’s IT infrastructure and data.
• Documentation: Maintain comprehensive documentation of the IT infrastructure, including network diagrams, system configurations, and procedures.
• Collaboration: Collaborate effectively with other IT teams and business units to ensure alignment and effective service delivery.
• Travel: Occasional international travel may be required.

• Bilingual proficiency in English and Spanish (required).
• Ability to travel frequently across the U.S. and Latin America
• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. Relevant certifications (e.g., CCNA, CCNP, CompTIA Network+, Security+, ITIL, PMP) are a plus.
• Minimum of 10 years of general IT experience.
• Minimum of 4 years of hands-on experience in managing IT infrastructure and communication systems in a multi-site or global environment.
• Proven experience managing a wide range of IT infrastructure components, including PCs, tablets, networking equipment (switches, routers, firewalls, APs), servers, and cabling.
• Strong experience in network design, implementation, and maintenance, including LAN/WAN technologies, routing protocols, and network security.
• Experience with various operating systems (e.g., Windows Server, Linux) and networking protocols (TCP/IP, DNS, DHCP).
• Strong understanding of IT security best practices.
• Experience with IT inventory management systems.
• Proven experience in incident management and on-call support strategies.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical audiences.  
• Ability to work independently and as part of a team.  
• Ability to manage multiple projects simultaneously.

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