Platform Management Team Lead - Bilingual English and Spanish

Overview:

We are seeking a highly motivated and experienced Platform Management Team Leader to oversee the management, optimization, and performance of our diverse suite of business platforms. This role is critical in ensuring efficient utilization, compliance, security, and optimal performance across all platforms, including CRM, financial systems, call center software, Jira, Google Workspace, and others. The ideal candidate will possess strong leadership skills, a deep understanding of platform management best practices, and a proven ability to align technology with business needs. This position reports directly to the IT Operations Director.

This role is 100% remote in Colombia

• Platform Management: Oversee the administration, maintenance, and optimization of all business platforms (CRM, financial systems, call center software, Jira, Google Workspace, etc.).
• License Management: Manage platform licensing agreements, optimize costs, and ensure compliance. Conduct regular audits to identify and address any licensing discrepancies.
• Platform Governance: Define and enforce guidelines, policies, and procedures for using each platform, ensuring consistency and adherence to best practices.
• Business Needs Analysis: Collaborate with business stakeholders to understand their platform needs and translate them into technical requirements. Conduct thorough reviews of business cases to justify platform investments.
• Platform Evaluation and Selection: Lead the evaluation and selection process for new platforms, considering business needs, compliance requirements, security implications, and budget constraints. This includes conducting RFPs, evaluating vendor proposals, and making recommendations to management.
• Compliance and Security: Ensure all platforms comply with relevant industry regulations and security standards. Work closely with security teams to implement and maintain appropriate security controls.
• Vendor Management: Manage relationships with platform vendors, ensuring service level agreements (SLAs) are met and issues are resolved promptly.
• Team Leadership: Lead and mentor a team of platform administrators, providing guidance, training, and performance management.
• Documentation: Maintain comprehensive documentation of platform configurations, processes, and procedures.
• Reporting and Analytics: Develop and maintain key performance indicators (KPIs) to track platform usage, performance, and effectiveness. Provide regular reports to management on platform status and trends.
• Budget Management: Contribute to the development and management of the platform budget.
• SLA Monitoring: Monitor Service Level Agreements (SLAs) for clients, ensuring platform availability and performance meet agreed-upon targets.
• Application Performance Monitoring: Monitor application performance to proactively identify and address potential issues. Implement performance tuning and optimization strategies.
• Application Updates and Patch Management: Manage application updates and patch implementations, ensuring minimal disruption to business operations. Coordinate with vendors and internal teams to schedule and deploy updates.

Onboarding/Offboarding: Manage platform access for new and departing employees, ensuring appropriate access levels are granted and revoked in a timely manner. This includes user provisioning, de-provisioning, and access control management.

• Bilingual proficiency in English and Spanish (required).
• A bachelor’s degree in computer science, information technology, or a related field is preferred. Relevant certifications (e.g., ITIL, relevant platform certifications) are a plus.
• Minimum of 8 years of general IT experience.
• Minimum of 3 years of hands-on experience managing and administering business platforms in a multi-platform environment.
• Experience with a variety of platforms, including Salesforce CRM, financial systems (e.g., SAP, Oracle Financials), call center software, Jira, and Google Workspace.
• Strong understanding of platform management best practices, ITIL framework, and service management principles.
• Knowledge of IT security best practices and compliance requirements (e.g., GDPR, SOX).
• Experience with license management and cost optimization strategies.
• Experience monitoring application performance and managing application updates/patches.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, interpersonal, and leadership skills.
• Ability to work effectively with both technical and non-technical audiences.  
• Ability to manage multiple projects simultaneously and prioritize effectively.

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