Job Duties

• Work closely with our Chief Technology Officer and interface between onshore and offshore teams on all Technology related projects
• Assist all departments in defining and developing technology related projects, and oversee their execution on and offshore
• Responsible for the definition, design, implementation, and maintenance of support infrastructure for application solutions
• Oversee the Incident, Problem, and Change management processes
• Identify incident trends; recommend and implement improvements to reduce volume
• Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying system
• Keep Ops team up to date with new implementations and technologies
• Identify new solutions for improved processes, as well as develop cost/benefit analysis for business solutions
• Make certain that technology solutions adhere to quality standards
• Collaborate with the project teams to review or inspect work to guarantee their quality.

Skills & Requirements

• Have a bachelor’s degree in Systems Engineering or in a related Information Technology field – Master’s degree a bonus
• Have a good understanding of systems architectural concepts and methodologies; infrastructure platforms and their application; business processes, process analysis/management, and IT requirements and IT managed services.
• Manage Critical Incident and Change Management SLAs with Service Provider, and manage and implement process improvements in NOC/SOC (network/security operation center)
• It is also essential that they have knowledge of networking; can write Technical Specs and provide Level1 application Support (Client/Server)
• You must have the required technical skills to identify system problems, as well as seek out ways to improve processes
• To be a life-long learner able to adapt new technologies necessary for improved processes
• To be able to work in and contribute to a team-oriented environment
• This position requires working with vendors, internal, and external customers; it is important that applicants for the role have the ability to influence operations teams, and establish rapport to work effectively with the above mentioned groups of people
• Proficient SQL and development knowledge (MySQL, Google Workspace, PHP, etc)
• You will deal with multiple stakeholders, including vendors, internal customers, end users, and management, so you must be able to plan and schedule tasks, as well as prioritize requests for support from customers
• Possess advanced analytical skills, with the ability to collect, organize, analyze, and disseminate significant amounts of information, with attention to detail and accuracy.
• Excellent communication skills
• Oral Spanish proficiency a bonus