ABOUT US We are a multinational technology company with a strong presence across Asia, the United States, and now Mexico, specializing in customer support solutions for Call Centers within the Business Process Outsourcing (BPO) industry. As an industry leader, we are committed to driving innovation, operational excellence, and an outstanding employee experience across all our locations. Job Title: IT Senior Manager – Call Center Infrastructure and Operations, Reporting to Country General Director Job Summary: We are seeking an experienced and strategic IT Senior Manager to lead the design, implementation, and support of our call center’s technology infrastructure. This role is responsible for ensuring optimal performance, security, and scalability of all systems, including servers, networks, nodes, connectivity, VPNs, and bandwidth management. The ideal candidate will be an expert in launching IT operations from scratch, building robust environments to support rapid business growth and operational excellence. ABOUT US We are a multinational technology company with a strong presence across Asia, the United States, and now Mexico, specializing in customer support solutions for Call Centers within the Business Process Outsourcing (BPO) industry. As an industry leader, we are committed to driving innovation, operational excellence, and an outstanding employee experience across all our locations. Job Title: IT Senior Manager – Call Center Infrastructure and Operations, Reporting to Country General Director Job Summary: We are seeking an experienced and strategic IT Senior Manager to lead the design, implementation, and support of our call center’s technology infrastructure. This role is responsible for ensuring optimal performance, security, and scalability of all systems, including servers, networks, nodes, connectivity, VPNs, and bandwidth management. The ideal candidate will be an expert in launching IT operations from scratch, building robust environments to support rapid business growth and operational excellence. Key Responsibilities: ● Infrastructure Management: Oversee the administration, maintenance, and optimization of all on\-premises and cloud\-based servers, nodes, storage systems, and related infrastructure supporting call center operations. ● IT Operations Start\-Up: Lead the end\-to\-end setup of IT operations from the ground up, including requirements gathering, solution design, procurement, installation, configuration, testing, and go\-live support. ● Network Operations: Design and manage enterprise\-level network architecture to ensure robust connectivity, uptime, and redundancy across all sites and platforms. ● VPN and Connectivity: Implement and maintain secure VPN solutions to support remote operations, business continuity, and secure data access. ● Bandwidth Optimization: Monitor and optimize internet bandwidth utilization to guarantee high\-quality voice and data transmission, minimizing latency and packet loss. ● Systems Security: Ensure security best practices are enforced across all systems, including firewalls, intrusion detection/prevention, endpoint protection, patch management, and compliance with data privacy regulations ● Disaster Recovery and Business Continuity: Develop and maintain disaster recovery plans, backup strategies, and high\-availability solutions to support uninterrupted operations. ● Vendor and Service Management: Manage relationships with telecom providers, ISPs, hardware and software vendors, and ensure compliance with service level agreements (SLAs). ● Project Leadership: Lead infrastructure upgrade projects, migrations, and new site buildouts, ensuring alignment with business objectives and minimal disruption to production environments. ● Team Leadership and Development: Build, mentor, and develop a high\-performing IT team from inception, fostering a culture of accountability, collaboration, and continuous learning. ● Technical Support Oversight: Oversee escalation support for critical incidents, ensuring rapid resolution and root cause analysis for major service disruptions. ● Reporting and Analytics: Develop and maintain performance dashboards and reports on system health, capacity, incidents, and KPIs for executive leadership. Key Responsibilities: ● Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s degree preferred). ● 8\+ years of progressive IT infrastructure experience, with at least 3 years in a leadership or senior management role within a high\-volume call center or BPO environment. ● Proven expertise in establishing IT operations from the ground up, including infrastructure planning, implementation, and scaling to production readiness. ● Expert\-level knowledge of server infrastructure (Windows/Linux), virtualization technologies (VMware/Hyper\-V), and cloud platforms (AWS, Azure). ● Demonstrated experience designing and managing enterprise networks, including routing, switching, firewalls, and VPNs. ● Strong understanding of telephony systems, VoIP infrastructure, SIP trunking, and call routing technologies ● In\-depth knowledge of internet bandwidth management tools and QoS principles to optimize voice and data traffic. ● Experience implementing security frameworks and compliance controls (e.g., ISO 27001, GDPR, PCI DSS). Excellent project management skills for greenfield infrastructure deployments and complex migrations. ● Strong analytical, problem\-solving, and decision\-making abilities. ● Exceptional communication and interpersonal skills to partner effectively with operations, vendors, and executive leadership. ● Availability to support a 24/7 environment and participate in on\-call rotations as needed. Preferred Certifications: ● Cisco Certified Network Professional (CCNP) or higher ● Microsoft Certified: Azure Solutions Architect Expert ● VMware Certified Professional (VCP) ● ITIL Foundation or higher ● Certified Information Systems Security Professional (CISSP Tipo de puesto: Tiempo completo, Por periodo de prueba Duración del contrato: 3 meses Sueldo: $30,000\.00 \- $40,000\.00 al mes Beneficios: * Estacionamiento gratuito * Opción a contrato indefinido Lugar de trabajo: Empleo presencial