WHO WE ARE?
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.
MISSION OF THE ROLE
The 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.
RESPONSIBILITIES
1. Strategy and Governance
* 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.
* Maintain constant technology watch to propose innovative and relevant developments.
2. Operational Management and Performance
* Guarantee the Maintenance in Operational Condition (MOC/Run) and high availability of all infrastructures 24/7 aligned with customer requirements (Contracts, SLAs, penalties,...)
* 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).
3. Security and Business Continuity
* 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.
4. 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.
5. Team Management
* 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).
* Foster a culture of operational excellence, collaboration, and continuous improvement.
REQUIREMENTS
* 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.
* Strong leadership and excellent team management skills.
* Sharp sense of analysis and problem-solving.
* Excellent communication skills (ability to simplify technical subjects for non-experts and interact with General Management).
* Stress resilience and availability, especially during critical incidents.
* Fluent technical English is mandatory. Spanish and French nice to have.