Infrastructure Operations Manager

hace 1 día


San Francisco, Heredia, Costa Rica Citi A tiempo completo
Job Description

The Infrastructure Support Shift Leader is an intermediate-level role responsible for assisting with LAN/WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to utilize infrastructure technology knowledge and identified policies to process data, resolve issues, and execute administrative tasks.

Key Responsibilities:

  • Command over shift operations: Lead and direct shift activities, maintaining an active overview of operations and ensuring alignment with operational objectives.
  • Serve as the operational authority during shifts, overseeing all incident management and task assignments.
  • Act as the decision-maker on incident escalations, managing risks, and ensuring seamless resolution of high-impact issues.
  • Assign incident queues, tasks, and responsibilities to technicians, optimizing workload distribution and supporting team capacity.
  • Coordinate with other Shift Leads, ensuring continuous handover and seamless transition of operations between shifts.

Operational Oversight and SLA Fulfillment

  • Track SLA metrics and other key performance indicators (KPIs) to ensure adherence to operational standards and client requirements.
  • Monitor incident queues and ensure that incidents are addressed promptly, engaging Advanced Technicians as needed for complex cases.
  • Maintain accountability for high service delivery quality, addressing any delays or issues proactively and escalating as necessary.

Shift Assignment and Fulfillment Management

  • Oversee workload assignment across the shift, adjusting as needed based on incident volume and operational demands.
  • Delegate technical responsibilities to Advanced Technicians, who act as technical leads, while focusing on operational oversight and shift management.
  • Monitor incident queues to ensure effective queue management, prioritization, and timely resolution.

Reporting and Real-Time Operational Insights

  • Provide end-of-shift reports detailing SLA adherence, incident resolution times, and any outstanding operational challenges.
  • Escalate critical incidents to Platform Leads or senior management when additional oversight is required.
  • Use data insights to inform operational adjustments and optimize future shifts.


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