We are currently seeking a Director of IT Operations for our Medellin, Colombia Office.
Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years, and it serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.
We believe in being clear about who we are and what we expect. Our success comes from being CONFIDENT, DETERMINED, and RESPONSIBLE. The people who thrive here are those who go the extra mile for our customers and for their own career growth and financial future.
As a Director of IT Operations , This is a GREAT opportunity to grow with rapidly growing company, Kaseya. This position has high visibility in the company. Kaseya is looking for an IT leader to own to manage the near shore operations for IT. This role will oversee the entire IT operations in Colombia, ensuring the efficiency and effectiveness of the teams, delivering on projects, support, and operations. This role requires a strategic leader who can also drive the daily tasks of the broader organization. This role requires a strong technical background and excellent leadership skills. Our new near shore operations center will include analysts, engineers, project managers, scrum masters, infrastructure and help desk associates.

Key Responsibilities

• Leadership and Management: Lead and manage the IT operations team, providing guidance, mentorship, and performance evaluations to ensure a high level of performance and engagement.
• Strategic Planning: Develop and implement IT strategies that align with the company's business goals and objectives. Collaborate with senior management to identify and prioritize IT projects.
• Infrastructure Management: Oversee the maintenance, security, and optimization of the company's IT infrastructure, including networks, servers, databases, and cloud services.
• Budget Management: Develop and manage the IT operations budget, ensuring cost-effective solutions and identifying opportunities for cost savings.
• Vendor Management: Establish and maintain relationships with local IT vendors and service providers. Negotiate contracts and ensure compliance with service level agreements (SLAs).
• Risk Management: Identify and mitigate IT-related risks, ensuring the security and integrity of company data and systems. Implement disaster recovery and business continuity plans.
• Compliance: Ensure IT operations comply with relevant regulations and standards, including data protection and privacy laws.
• Project Management: Oversee the planning, execution, and completion of IT projects, ensuring they are delivered on time, within scope, and within budget.
• Performance Monitoring: Monitor and evaluate the performance of IT systems and services, implementing improvements as necessary to enhance efficiency and reliability.

We are looking for someone who is self-motivated and a creative thinker with the ability to grasp concepts quickly, well versed with Corporate Systems and Sales support operations, best practices, and technologies. They will need to be diligent and detail-oriented. You are responsible for creating an exceptional experience with responsibility for the following duties:

• Support Kaseya Corporate Systems business process and back-office systems, Salesforce CRM/CPQ, Oracle Fusion Financials, Supply Chain, and HCM.
• Manage the global application support function, including planning, budgeting, staffing, performance management, and reporting.
• Ensure the availability, reliability, security, and scalability of our packaged applications and ERPs, such as Oracle, Salesforce, Net Suite, etc.
• Establish and enforce best practices, policies, and procedures for application support, including incident management, problem management, change management, and service level management.
• Lead and mentor a diverse and geographically dispersed team of application support specialists, providing them with guidance, feedback, and career development opportunities.
• Promote a culture of customer service, collaboration, innovation, and continuous improvement within the application support team and across the IT organization.
• Stay abreast of emerging technologies, trends, and best practices in application support and identify opportunities for improvement and innovation.
• Must have business acumen knowledge of Hire to Retire, Lead to Cash, Procure to Pay, Record to Report, Legal, Tax, BI/DW, Financial Reporting
• Ability to create a best in class scalable L2 support organization driving continuous improvement with measurable KPIs
• Partner with Product and Engineering organizations for all Business Information Systems providing functional and technical support via ITL, Kanban or other methodolgies
• Partner with corporate IT Infrastructure teams (Network, Telco, Infrastructure, Cloud, Security) and End User Tech (Laptops, Collaboration tools, etc.) end to end in support of global operations
• Collaborate with teams across all regions (ASIA, EMEA, America)
• Partner with CISO org to deliver solutions based on security requirements
• Manage cross functional relationships to ensure delivery on all priorities and objectives
• Streamline support and process for the company, managing and reporting on SLAs/KPIs.
• Complete regular internal system audits and ensure all applications and infrastructure are maintained, upgraded, and under proper support internally and by 3rd party vendors
• Establish and communicate technology standards globally to enable secure scalable operations
• Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities.
• Work with third-party integrations tools and integrations with 3rd party vendors

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree or relevant certifications (e.g., ITIL, PMP) is preferred.
• Experience: Minimum of 10 years of experience in IT operations, with at least 5 years in a leadership or managerial role.
• Technical Skills: Strong knowledge of IT applications, Salesforce and Oracle ERP a plus.
• Leadership Skills: Proven ability to lead and motivate a team, with excellent communication and interpersonal skills.
• Strategic Thinking: Ability to develop and implement IT strategies that align with business goals.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to make sound decisions under pressure.
• Project Management: Experience managing complex IT projects, with a track record of delivering projects on time and within budget.
• Language: Proficiency in English and Spanish is required.
• Proven ability to scale team, build and retain the right talent.
• Proven ability to design and implement new processes and facilitate user adoption.
• Strong data management abilities, dashboard reporting, and executive KPI reporting
• Proven track record of managing and delivering application support for packaged applications (Salesforce and Oracle ERP) in a global and complex environment.
• Strong knowledge of application support methodologies, tools, and frameworks, such as ITIL, Dev Ops, Agile, etc.
• Excellent communication, interpersonal, and leadership skills, with the ability to influence, motivate, and inspire others.
• Strong analytical, problem-solving, and decision-making skills, with the ability to handle ambiguity and uncertainty.
• Highly customer-oriented, with a passion for delivering exceptional service and value.
• Flexible, adaptable, and resilient, with the ability to work effectively in a fast-paced and dynamic environment.
• Experience with the following technologies a must: Salesforce, Oracle ERP, Mulesoft

Benefits:

• Get to work for Real Competitive salary in US Dollars
• Continuous Training and mentoring
• Get to work for an International Company

Don’t hesitate, this is your opportunity. Do you meet the requirements? We will be more than glad to have an initial conversation with you. Just apply by fulfilling the application form, so we can promptly schedule an interview.