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Addi is a leading Latin American fintech platform providing banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing). The company serves over 2 million customers and partners with 20,000+ merchants, operates as Colombia's fastest-growing marketplace, and recently achieved profitability. Backed by top-tier investors including Andreessen Horowitz, Goldman Sachs, and Union Square Ventures, Addi is transforming the region's financial ecosystem.
You will lead Addi's Corporate IT function, managing infrastructure, networking, vendors, and a team to deliver reliable, secure, and well-supported technology for all colleagues. Your mission is to ensure the business never loses time or trust to preventable IT failures.
Key responsibilities include:
• Establish and operate a service-management model with clear intake channels, ownership, priorities, SLAs, escalation paths, and stakeholder communications. Define baseline metrics within 60 days and track first-response time, resolution time, SLA attainment, backlog age, reopen rate, and internal customer satisfaction via a visible weekly dashboard.
• Build a high-performing CorpIT team by defining clear roles, service ownership, on-call coverage, and weekly operating cadences. Implement regular 1:1s, feedback, and development plans. Measure success through skill-coverage, succession planning, and direct performance management.
• Lead hands-on resolution of complex incidents and escalations across networks, endpoints, identity, collaboration tools, office connectivity, and critical SaaS platforms. Implement consistent incident workflows (triage, stakeholder updates, recovery, root-cause analysis, corrective actions, knowledge capture) and improved monitoring/alerting with documented thresholds and escalation procedures.
• Own the CorpIT roadmap and deliver prioritized projects including network upgrades, office connectivity, endpoint lifecycle improvements, tooling migrations, monitoring enhancements, and automation. Balance delivery against daily operations through transparent capacity planning.
• Establish and improve availability, performance, coverage, and resilience of office and corporate network services. Own operational management of LAN/WAN, Wi-Fi, VPN, DNS, DHCP, internet links, firewalls, and network segmentation in coordination with Cybersecurity.
• Maintain accurate hardware, software, license, vendor, contract, warranty, and ownership inventories across the full asset lifecycle. Ensure endpoint baselines, patching, configuration, encryption, and device management meet agreed security and audit requirements in partnership with Cybersecurity and IAM.
• Own CorpIT vendors and operational contracts, holding providers accountable for agreed outcomes. Produce a transparent operating budget and forecast identifying optimization opportunities without compromising reliability or support quality. Build trusted relationships with People, Finance, Legal, Procurement, Workplace, Cybersecurity, Engineering, and business leaders.
REQUIREMENTS:
• 7+ years in Corporate IT, IT operations, infrastructure, networking, or service management, including 2+ years leading teams
• Demonstrated experience leading IT operations or corporate technology teams
• Sets clear expectations, delegates, coaches, and manages performance to build a high-performing, service-oriented culture
• Works alongside the team during incidents and deployments, staying technically deep enough to guide resolution without becoming a bottleneck
• Track record of running structured IT service management: has implemented incident, request, problem, change, asset, and knowledge management practices; built support tiers, SLAs, prioritization frameworks, and continuous-improvement routines
• ITIL certification desired but not required given equivalent applied experience
• Strong track record troubleshooting hardware, OS, identity, SaaS, peripherals, and connectivity issues directly with end users
• Treats colleagues as internal customers: communicates clearly, restores service quickly, and converts recurring feedback into systemic fixes
• Has personally handled escalations for complex, multi-layer issues under time pressure
• Deep knowledge of TCP/IP, subnetting, VLANs, routing, switching, Wi-Fi, VPN, DNS, DHCP, NAT, firewalls, and QoS
• Has implemented or operated network monitoring/alerting (availability, latency, packet loss, capacity) and used it to drive incident response
• Experience with cloud-managed corporate infrastructure (device management, identity, observability tooling) is a plus
• Has owned projects from discovery and requirements through implementation, adoption, and post-launch measurement
• Balances urgent operational demand against strategic roadmap work, keeping trade-offs transparent to stakeholders
• Experience forecasting and optimizing hardware, software, connectivity, and support spend
• Has negotiated and managed SLAs, escalations, and renewals with IT vendors and service providers
• Makes evidence-based build/buy/renew decisions and tracks vendor performance against agreed KPIs
• Understands least privilege, MFA/SSO, endpoint hardening, patching, encryption, and secure configuration
• Has managed hardware/software/license inventories across the full lifecycle, including secure disposal and compliance
• Regulated-environment experience (fintech, banking, or similar), with exposure to ISO 27001, ITGC, or SOC 2, is a plus
• Strong stakeholder communication, bilingual in Spanish and English
• Professional fluency in Spanish and English required
