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Sr. Director- Infrastructure Operations

Location: Boston, MA
The Cervantes Group is one of the fastest growing international technology project-based companies in the world. See our website:

Role Description:

The primary responsibility of the Sr. Director, Infrastructure Operations (Incident Management) is to align people, process and technology with business goals to ensure service level agreement are consistently achieved. S/he will ensure there is a consistent processes / system within the organization for the management of incidents. Ensure a thorough discussion of incidents with preventive measures and follow-up are completed in a timely manner. Ensure a review of incidents trends are identified and addresses appropriately by management. Provide training to all team members regarding handling incidents as well tracking and reporting of incidents..


  • Develops and maintains IT appropriate documentation of all IT systems and procedures ensuring appropriate security measures and protocols are implemented and monitored.
  • Coordinate a rigorous incident management system within the company.
  • Implement processes to the various programs to ensure timely handling and reporting of incidents and appropriate systems are in place.
  • Work cooperatively with other groups to ensure audit and regulatory requests are met in a timely manner.
  • Ensure integrity of incident management process.
  • Provide organization leadership with information and recommendations regarding incident trends and improvement efforts.
  • Compile and develop reports of relevant program data to evaluate current practices and inform system improvements.
  • Organize, track and maintain company information needed to support Incident Management.
  • Manage core competency trainings including management of internal and external trainers.
  • Provides leadership for planning, developing maintaining/improving assigned programs/services, including management and coordination of personnel, budget management, and vendor relationships.

Education and Experience:

  • Master's Degree; in Computer Science/Software Engineering or equivalent field or equivalent work experience.
  • 12-15 years working knowledge of Data Center Solutions and Management.
  • 12-15 years technical expertise in multiple infrastructure platforms and technology vendor/market analysis.
  • Successful experience in building Technology Infrastructure and Operational environments.
  • Experience with ITIL Processes (Incident, Change, and Problem Management).
  • Strong communications (verbal and written) and interpersonal skills, analytical and organizational skills.
  • The ability to multi-task and balance competing priorities, the ability to work with minimal supervision, effectively manage systems and clearly communicate status.
  • Ability to make decisions and recommendations on complex issues and present to senior management.
  • Must be able to communicate and interact effectively at all levels of the organization.
  • Must have strong attention to detail and the ability to manage a high-volume workload efficiently and effectively. Must have experience interpreting and applying incident management.
  • Must have strong ethical principles and moral compass.
  • Experience people/resource managerial skills.
  • Cloud and Hybrid Cloud solutions and design.
  • Demonstrated ability to lead in an open team-based environment.
  • Demonstrated project management experience.
  • IT budgeting and financial management.


  • Bilingual (Spanish/English) Must .