IT Infrastructure and Operations Coordinator

Description

**JOB MISSION** Ensure the continuous and efficient operation of the entire IT function (infrastructure and support), with a focus on availability, organization, standardization, and continuous improvement. **KEY RESPONSIBILITIES** Infrastructure * Manage networks, servers, and inter-unit connectivity * Ensure high service availability (uptime) * Implement and maintain link redundancy and contingency plans * Administer on-premises and cloud environments * Monitor infrastructure performance and capacity Technical Support * Lead the technical support team (L1 and L2\) * Structure and ensure efficient use of the ticketing system * Define and monitor service-level agreements (SLAs) * Reduce recurring tickets through structural initiatives * Ensure consistent service standards and quality Management and Operations * Manage critical incidents and operational crises * Develop and track KPIs (e.g., SLA, MTTR, availability) * Organize IT operational workflows and processes * Document environments, networks, and configurations Information Security * Enforce backup and recovery policies * Control access rights and permissions * Proactively prevent failures and security incidents Vendors * Manage relationships with internet service providers and partners * Monitor contracts and ensure service quality Organizational Structure The professional will be responsible for leading: * Technical Support Team * Infrastructure Team Reporting directly to the Technology Leadership. **POSITION ADVANTAGE** You will play a direct role in building the technological infrastructure of a growing group, with autonomy to organize, standardize, and scale IT operations. **Preferred Qualifications:** * Experience with Fortinet, pfSense, or similar solutions * Knowledge of monitoring tools (e.g., Zabbix, Grafana) * Experience in multi-site environments * Background in healthcare or mission-critical operations **We are looking for someone who is:** * Organized and process-oriented * Proactive and demonstrates ownership mindset * Capable of leading and developing teams * Solution-focused, not just execution-oriented * Able to perform effectively under pressure during critical situations