Head of IT Support

Konecta; Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

A leading global service provider is looking for an experienced Group IT Infrastructure Director to oversee the design and maintenance of technology infrastructure. The candidate should possess substantial expertise in both on-premise and cloud environments, handle strategic planning, and lead major projects. This senior role requires at least a Master’s degree, alongside 8 to 10 years of experience in IT infrastructure management, ensuring operational reliability and security compliance.

Formación

• 8 to 10 years of professional experience in IT infrastructure.
• 3 to 5 years in management or director-level role.
• In-depth expertise in Windows, Linux, and virtualization.

Responsabilidades

• Design, deploy, and maintain technology infrastructure.
• Define and implement IT infrastructure strategy.
• Supervise daily operation of systems and networks.

Conocimientos

Analysis and problem-solving

Excellent communication skills

Fluent technical English

Knowledge of ITIL processes

Educación

Master’s degree in Computer Science or equivalent

Herramientas

AWS

Google Cloud Platform

Descripción del empleo

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world‑class expertise covering customer experience and process management, digital solutions and cutting‑edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

Group IT Infrastructure Director

reports directly to the Group CIO and serves as a strategic leader within the organization. He / She is responsible for the design, deployment, maintenance, and continuous evolution of the company’s entire technology infrastructure. This includes networks, servers, storage, operating systems, cloud platforms, cyber security, and the overall digital workplace environment.

The primary mission of this role is to ensure the availability, performance, security, and scalability of the Information System (IS), in line with customer requirements (SLAs), the company’s strategic objectives, and established budget constraints. The IT Infrastructure Director drives technological excellence, oversees operational reliability, and supports the Group in delivering robust and efficient services across all entities.

IT Infrastructure Strategy

Define and implement the IT infrastructure strategy (on‑premise, cloud, hybrid) in collaboration with the Chief Information Officer (CIO) and other business units.

Develop and manage the Infrastructure Master Plan and the roadmap for technical projects.

Define technical standards, procedures, and policies (notably based on ITIL) to optimize IS operation and performance.

Operational Management and Performance

Supervise the daily operation of systems, networks, and databases.

Define and monitor Key Performance Indicators (KPIs) (availability, response time, incidents).

Manage relationships with external vendors and service providers to align requirements (contract negotiation, Service Level Agreement (SLA) monitoring).

Define and implement the infrastructure security policy (first line of defense “LOD1”) in collaboration with the Chief Information Security Officer (CISO).

Ensure the implementation and regular testing of Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP) mechanisms.

Oversee access management, firewalls, intrusion detection systems, and data backup / archiving practices.

Project and Budget Management

Lead major infrastructure projects (cloud migrations, deployment of new equipment, network architecture updates).

Establish, monitor, and optimize the annual infrastructure budget (Capital Expenditures and Operating Expenses).

Manage project resources and timelines while ensuring the quality of deliverables.

Manage, coach, and develop the team of system, network, and cloud engineers and technicians.

Organize and lead the team (task allocation, on‑call duty management, performance evaluation).

Qualifications

Master’s degree (Bac+5, Engineering School) in Computer Science, Networks and Telecommunications, or equivalent.

Minimum 8 to 10 years of professional experience in IT infrastructure, including at least 3 to 5 years in a management or director‑level role.

In‑depth expertise in system architectures (Windows, Linux, virtualization).

Proficiency in Cloud and Hybrid environments (AWS, Google Cloud Platform,…) and Data center consolidation and migration strategies.

Strong knowledge of Network architectures (LAN / WAN, SASE, VPN, Firewall, Routing).

Knowledge of ITIL processes and monitoring / supervision tools.

Mastery of project management and associated methodologies.

Skills

Sharp sense of analysis and problem‑solving.

Excellent communication skills (ability to simplify technical subjects for non‑experts and interact with General Management).

Fluent technical English is mandatory. Spanish and French nice to have.