About the role

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making Addi Colombia’s fastest-growing marketplace. With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia. But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about, the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading. WHAT’S THE MISSION YOU’LL DRIVE Lead Addi's Corporate IT function team, infrastructure, networking, and vendors to deliver reliable, secure, and well-supported technology for every colleague, ensuring the business never loses time or trust to preventable IT failures. WHAT YOU WILL DO - Reliable and measurable IT service: - Establish and operate a service-management model clear intake channels, ownership, priorities, SLAs, escalation paths, and stakeholder communications. - Defining a baseline within the first 60 days and agreeing annual targets for first-response time, resolution time, SLA attainment, backlog age, reopen rate, and internal customer satisfaction, tracked through a visible weekly service dashboard that drives root-cause elimination of high-volume ticket categories rather than just closing individual requests. - High-performing CorpIT team: - Build a high-performing CorpIT team by defining clear roles, service ownership, on-call/coverage expectations, and weekly operating cadences, backed by regular 1:1s, feedback, and development plans; measured through skill-coverage and succession plans that close key-person dependencies and strengthen Level 1/2 support capability, and through direct, fair performance management that recognizes strong performers and resolves gaps via coaching, hiring, or reorganization. - Hands-on operational excellence: - Lead hands-on resolution of complex incidents and escalations across networks, endpoints, identity, collaboration tools, office connectivity, and critical SaaS platforms, implementing a consistent incident workflow (triage, stakeholder updates, recovery, root-cause analysis, corrective actions, knowledge capture) and improved monitoring/alerting with documented thresholds and escalation procedures, evidenced by current runbooks, asset records, network diagrams, and support documentation. - Project delivery and modernization: - Own the CorpIT roadmap and deliver prioritized projects, network upgrades, office connectivity, endpoint lifecycle improvements, tooling migrations, monitori