Director of Infrastructure

**About Latitude.sh**

Latitude.sh global computing platform was launched in 2019, enabling businesses to programmatically deploy single-tenant Bare Metal instances in different parts of the world.

We are a team of passionate individuals about hardware, software, and network infrastructure looking to build the fastest, easiest-to-use, developer-centric single-tenant Cloud infrastructure. If you share this passion, join our growing team of talented people and help build the future of the Internet.

**Summary**

At Latitude.sh, we have three core teams focused on infrastructure and network operations:
**Operations **- Responsible for first-level customer support, server lifecycle management, operating system troubleshooting, physical server interaction, and overseeing activities in our global data centers.

**Network Operations** - Handle customer support for all network-related matters, including monitoring and troubleshooting latency, packet loss, and more issues.

**Backbone** - Manage Latitude.sh's global backbone, expanding connectivity, establishing peering agreements, and optimizing network performance.

You will lead these teams and play a strategic role at Latitude.sh, focusing on expanding, optimizing, and managing our global data centers while ensuring operational excellence within the Operations, Network Operations, and Backbone teams.

**Key Responsabilities**
- Provide strategic leadership in developing and overseeing datacenter and IP strategies for Latitude.sh's expansion into current and new markets, partnering with department managers to guide execution.
- Oversee the design and strategic implementation of datacenter and IP capacity control measures to prevent bottlenecks while minimizing resource waste, working closely with operational teams for execution.
- Provide strategic leadership to an indirect team of approximately 30 customer support members operating 24/7, ensuring high standards in service delivery and collaborating with team leads to maintain operational excellence.
- Mentor and develop leadership within the Operations and Backbone teams, fostering growth, skill development, and a culture of continuous improvement.
- Establish, monitor, and maintain stringent SLAs for customer support, IP backbone, and global data center partners.
- Provide high-level support and escalation for strategic clients, engaging directly through Slack channels and other communication platforms to ensure exceptional service and issue resolution.
- Collaborate with other commercial teams and clients to design optimal technical solutions for custom projects.
- Provide strategic guidance to the team on negotiation with carriers and data centers to optimize costs and enhance service quality, ensuring alignment with the company’s strategic goals.
- Ensure operational excellence across our global data center and network backbone operations.

**Skills and Qualifications**
- Strong verbal and written English communication skills.
- Excellent interpersonal and communication skills.
- Ability and enthusiasm for engaging directly with clients.
- Technical experience with Data Centers, ISP Networks, IXPs, and Autonomous Systems.
- Proficiency in commercial negotiation with Data Centers and IP Transit providers.
- Experience in supporting mission-critical clients.
- Extensive experience leading multidisciplinary teams.
- Experience managing customer support, reducing wait times and improving CSAT
- Strong sense of urgency

**What do we offer?**
- Paid Time Off;
- Competitive Compensation;
- Stock eligibility after 12 months;
- Work Anniversary bonus;
- Wellhub (former Gympass);
- Annual Bonus based on company and team performance;
- Flexible work hours.