Position summary: we are seeking a strategic infrastructure and support manager to lead our it operations and service delivery teams.this role is responsible for aligning technology infrastructure with operational requirements,ensuring enterprise-wide system scalability, security, and uptime.this role will drive it service excellence, optimize resource allocation, and implement robust governance frameworks to support organizational objectives.infrastructure engineering & operationsinfrastructure management: direct the administration, lifecycle management, and optimization of enterprise infrastructure, including network architectures, server clusters, storage arrays, and cloud deployments (e.g., aws, azure, gcp).
systems optimization: architect and enforce high-availability configurations and proactive monitoring protocols to guarantee optimal system performance and mitigate latency.business continuity: formulate, test, and maintain robust disaster recovery (dr) and business continuity planning (bcp) strategies to mitigate operational risk and ensure data integrity.it service management (itsm)service delivery: oversee comprehensive it support operations, governing level 1-3 support functions to drive user productivity and minimal operational disruption.metrics & slas: define, monitor, and enforce service level agreements (slas) and key performance indicators (kpis) to optimize incident response and resolution workflows.incident escalation: serve as the definitive technical authority for critical incident management, root cause analysis (rca), and systemic remediation.leadership & resource allocationworkforce management: provide direct leadership and mentorship to cross-functional it teams, encompassing systems engineers, network administrators, and service desk personnel.capacity planning: optimize resource allocation, shift coverage, and project utilization to maintain seamless operational continuity.performance management: conduct routine performance appraisals, establish departmental kpis, and cultivate a high-performance culture focused on continuous improvement.strategic planning & vendor governanceroadmap development: partner with executive leadership to formulate it roadmaps that support broader organizational objectives and digital transformation initiatives.financial oversight: manage departmental opex and capex budgets, ensuring cost-effective procurement and lifecycle management of hardware and software assets.vendor relations: direct vendor relationship management, driving contract negotiations, sla enforcement, and monitoring third-party service delivery.governance, risk & compliance (grc)security enforcement: enforce stringent cybersecurity frameworks, implementing advanced endpoint protection, network perimeters, and access controls to safeguard proprietary data.process standardization: establish and govern comprehensive information technology general controls (itgc) and standard operating procedures (sops).
regulatory adherence: guarantee adherence to regulatory and compliance frameworks (e.g., gdpr, soc 2, hipaa) across all infrastructure assets and administrative protocols.procurement, financial & vendor managementstrategic sourcing & procurement: lead the end-to-end it procurement lifecycle, proactively identifying and sourcing prospective vendors, evaluating competitive proposals, and driving rigorous selection processes following aeo rules strictly.purchasing execution: manage the creation, approval routing, and lifecycle tracking of purchase requisitions (prs) and purchase orders (pos), ensuring seamless follow-up with internal finance teams and external suppliers to guarantee timely delivery.invoice governance: oversee the review, reconciliation, and approval of vendor invoices, meticulously validating billing accuracy against contracted rates, slas, and delivered goods/services.cost optimization initiatives: continuously champion proactive cost-reduction strategies by optimizing software licensing frameworks, consolidating infrastructure footprints, and negotiating highly favorable commercial terms without compromising quality.budgeting & planning: manage departmental opex and capex budgets and collaborate with executive leadership to formulate scalable it roadmaps that align with enterprise financial goals.qualifications:10 years of experience in it infrastructure and operations, with at least 2 years demonstrating leadership in a technical team.preferred experience in retail environment.proven experience managing procurement and vendor selection, track record of generating cost savings through vendor negotiations, managing pr/po workflows, and overseeing it budgets and invoice reconciliation.bachelor's degree in information systems, business administration, computer science, or a related discipline (or equivalent enterprise experience).
c1 - level in english required