Description
We are seeking a strategic Infrastructure and Support Manager to lead our IT operations and service delivery teams. This role is responsible for aligning technology infrastructure with operational requirements, ensuring enterprise-wide system scalability, security, and uptime. This role will drive IT service excellence, optimize resource allocation, and implement robust governance frameworks to support organizational objectives.

RESPONSIBILITIES:

Infrastructure Engineering & Operations
- Infrastructure Management: Direct the administration, lifecycle management, and optimization of enterprise infrastructure, including network architectures, server clusters, storage arrays, and cloud deployments (e.g., AWS, Azure, GCP).
- Systems Optimization: Architect and enforce high-availability configurations and proactive monitoring protocols to guarantee optimal system performance and mitigate latency.
- Business Continuity: Formulate, test, and maintain robust Disaster Recovery (DR) and Business Continuity Planning (BCP)



strategies to mitigate operational risk and ensure data integrity.

IT Service Management (ITSM)
- Service Delivery: Oversee comprehensive IT support operations, governing Level 1-3 support functions to drive user productivity and minimal operational disruption.
- Metrics & SLAs: Define, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to optimize incident response and resolution workflows.
- Incident Escalation: Serve as the definitive technical authority for critical incident management, root cause analysis (RCA), and systemic remediation.

Leadership & Resource Allocation
- Workforce Management: Provide direct leadership and mentorship to cross-functional IT teams, encompassing systems engineers, network administrators, and service desk personnel.
- Capacity Planning: Optimize resource allocation, shift coverage, and project utilization to maintain seamless operational continuity.
- Performance Manage

📌 Gerente de Sistemas (Juárez)
🏢 American Eagle Outfitters
📍 Juárez