Job Title: Expert – Project Manager

Job Location: GSC Colombia

This position will report directly to the U.S Head of Infrastructure and Service Management

and Hosting Infrastructure & Service Management – Americas

Job Description: The Hosting Infrastructure, Service Provisioning & External Link Management is responsible for managing Hosting Infrastructure services, requests, costs, PARs, TARs, RFCs, Vulnerability & Patch Mgmt also manage External Links Requests supporting DGF US IT Team. This role requires coordination between ITS teams and external service providers to ensure the alignment of IT infrastructure services with business objectives. The position plays a critical role in ensuring service excellence and cost-effectiveness.

Key Responsibilities:

Service Management Role

• Infrastructure Provisioning: Resource is responsible for coordination of any new Infrastructure Requirement. This includes the request of new servers in ITS Cloud Portal, coordinate Proposal Request with ITS and align expectation with Application Team and evaluate with coordination of Product Lead in US and Regional Infrastructure Delivery Manager.
• Oversees day-to-day Hosting & ELM operation ensures effective and efficient delivery of support with adherence to Request, Incident, Vulnerability & Patch Mgmt, Problem and Change Management processes.
• Develop processes, measures, KPI’s to track and manage performance and service delivery of the services for effectively manages cost and quality.

• Leads continual service improvement and ongoing process maturity through regular service reviews, trend analysis and metrics reporting and through engagement with stakeholders.

• Track ITS costs and ensure budget adherence in terms or hosting, identifying cost-saving opportunities.
• Support US TCO exercise, providing to product Owners cost according the Application consuming of infrastructure resources.
• Ensures Hosting successful transitioning to IT Product team (SLAs, contingency, backup, monitoring, hypercare, etc.)
• Servers as the Hosting and External link escalation contact for business partners and IT.
• Conduct regular risk assessments with vendors. Identify and mitigate risks associated with vendor services, including data security, compliance, and operational risks.
• Support to US Team when is required raise or escalate issues related to Hosting Services.
• Monitor service delivery against defined KPIs and SLAs, ensuring timely resolution of service-related issues.
• Support the implementation, changes, troubleshooting and management of External Link Requests. This could be related to Application of Third Party integrations.

Skills / Requirements:

• Proven experience in Hosting and External Link Management understanding of IT governance, risk management, and compliance.
• Familiarity with ITIL, service management principles, and IT infrastructure.
• Knowledgeable on ITS processes and procedures.
• Excellent communication, problem-solving, and relationship management skills.
• Basic understanding of Networking, with basic knowledge about Proxies and firewalls.
• Basic understanding of Microsoft Windows Server Administration (Versions 2016/2022/2025). Including basic knowledge about IIS, RDP Services, File Share Services.
• Basic understanding of Linux Server Administration (Red Hat Linux desired), including basic knowledge of JAVA and Tomcat Deployment.
• Basic knowledge about Microsoft SQL Services (Oracle Knowledge in addition is preferred)
• Basic knowledge about hosting virtualization technologies (VMWARE preferred)

• Education: Bachelor’s degree in information technology, or related field.
• Experience:
• 3-5 years of experience in IT Infrastructure / Service management.
• Experience IT infrastructure services (Hosting, cloud, SaaS, security, network etc.) is highly preferred.
• Experience with Incident Troubleshooting.