Vice President of Technology and Security

The Vice President of Technology & Security is responsible for aligning the company’s technology and security with business objectives, leading infrastructure, networking, security, and software teams in the US, Mexico, and India to implement and maintain end-to-end systems required to support DATAMARK business services. The VP of Technology & Security is ultimately responsible for ensuring maximum uptime, stability and security of the system for each project, facilitating optimal collaboration between teams such that all elements of each system function seamlessly together. This position provides oversight for all ongoing activities to preserve the availability, integrity, compliance, and confidentiality of the organization’s information resources and assets in compliance with applicable security policies and standards.  This position is also responsible for evaluating the effectiveness of existing systems while directing the administration of security policies, activities, and standards surrounding the mitigation of information risk, and cybersecurity threats.

• Guides and mentors, the Director of IT, Director of Security, and the Director of Engineering to meet all company objectives.

• Thinks strategically, anticipates future risks and trends, and incorporates them into the organizational plan for infrastructure, networking, and software.

• Responsible for developing in-house experts to support Call Center operations that will drive that technology effectively into operations.

• Directs collaboration for the implementation of best practices for optimizing infrastructure, networks, and software in tandem, improving system performance, and ensuring service-level requirements can be met.

• Understands DATAMARK’s core values and always lives up to the organization’s values. Considers mission statement, vision, and core values when making decisions and acting.

Infrastructure:

• Manages and develops a talented infrastructure, networking, and software team.

• Identifies and meets all of the expectations and requirements of internal and external customers.

• Drives process-oriented methodology that can be audited and tracked for compliance within department, company, security and industry standards.

• Responsible for the strategy, design and maintenance of our global technology infrastructure.

• Develops mitigating action plans to address identified project risks and gaps.

• Manages third party relationships for global outsourcing of IT services.

Engineering:

• Manages the engineering development teams that deliver systems to our BPO clients.

• Plans and directs the activities of internal and external software engineering teams to deliver systems that meet KPI’s.

• Leverages industry standards that yield delivery on time, on-budget initiatives for internal teams and external customers.

• Manages third party relationships for global outsourcing of Engineering services.

Security & Compliance:

• Oversee the Information Security Program for the global enterprise. 

• Oversee the initiation, facilitation, and promotion of activities to create information security awareness throughout the organization.

• Commissions the preparation and implementation of required information security policies, standards, procedures, and guidelines.

• Partners with cross-functional teams through the design and development of new or updated products to detect, resolve and prevent risks. 

• Oversee the design and operation of compliance auditing, monitoring, and improvement activities to ensure compliance both with internal security policies and procedures and applicable laws and regulations; ensures consistency of internal controls across departments. 

• Other duties as assigned.

Minimum Qualifications:

Education Requirements:

• BS/MS in Computer Science, Engineering, or related technical field

Field Experience:

• Extensive knowledge of and experience with Call Center System Management including, but not limited to CCaaS, AI support technologies for the Call Center, IVR, CRM, WFM, QM.

• At least 10 years of total IT field experience, including hands-on experience

• At least 8 years of total Information Security experience, including hands-on experience

• At least 8 years of total software industry field experience, including hands-on experience

• At least 10 years related experience in complex project and program management, with demonstrated expertise in large-scale organizational change, process reengineering, digital/technology enablement or similar transformational initiatives

Position Experience:

• At least 15 years in a management position

• At least 5 years in an executive leadership position

Other Qualifications:

• In depth experience managing complex infrastructure and networking architecture following industry-standard best practices.

• Comprehensive knowledge of current applications and trends in computer operations technology

• Possesses knowledge of platform integration with Virtual Networks

• Extensive technical knowledge of enterprise systems including but not limited to Microsoft Technologies, Cisco Technologies, Call Center technologies, enterprise backup and recovery procedures, and system performance monitoring
• Expertise with implementing, configuring, and testing solutions
• Familiarity and or practical application of advanced principles of ITIL/ITSM.

• At least 5 years of experience in Network management

• At least 5 years of experience in Windows and Servers support

• Knowledge of and experience with Document Management (scanning, OCR, document processing, document storage, document tracking) preferred.

• Knowledge of waterfall and agile software development life cycles with a proven track record of success, managing technical teams: hiring talent, inspiring, coaching, setting goals, and defining and upholding standards.

• Health Care Plan: Medical, Dental, and Vision

• Retirement Plan: 401k, IRA

• Life Insurance: Basic, Voluntary, and AD&D

• Paid Time Off: Public Holidays and Paid Volunteer Hours

• Short-Term and Long-Term Disability

• Training and Development

• Wellness Resources

• $225,000 Annual Salary