Infotree Global Solutions

Role Description We are seeking a Queue Lead for a global cybersecurity environment within Global Customer Support (GCS). This role is responsible for the operational management and optimization of technical support queues in a modern cloud and security ecosystem. The primary goal is to ensure high-quality case handling, efficient workflow execution, and strong operational governance across support processes. Location: Spain (Remote) Start Date: August / September 2026 Contract Duration: 12 months Role Objective: This position plays a key role in improving daily support operations, with a strong focus on: - Case routing and ticket distribution - First-Time Resolution (FTS) coordination - Reopen case management - PTO and coverage tracking - Case hygiene and operational quality control Key Responsibilities - Monitor and manage support queues across XDR, XSIAM, XSOAR, and Cloud domains. - Ensure no cases remain unattended or stuck in queues. - Identify and resolve misrouted, duplicate, or incomplete tickets. - Manage case routing across multiple intake channels (web, phone, internal escalations). - Monitor case and call flows in support systems. - Coordinate FTS processes and case reassignments. - Support escalation handling across Support, Engineering, and Customer Success teams. - Produce regular operational reports and case performance summaries. - Ensure queue coverage during absences (PTO planning and tracking). - Collaborate with cross-functional stakeholders to improve processes and case handling efficiency. Qualifications - 2-3 years of experience in Technical Support, TAC Operations, or Queue Management. - Strong background in Incident and Case Management. - Experience working in SLA-driven support environments. - Structured, analytical, and detail-oriented mindset. - Strong communication and prioritization skills. - Experience working with cross-functional teams (Support, Engineering, Sales, etc.). Tools & Systems - Salesforce (SFDC / Case Management) - NICE (Contact Center / Call Routing) - Slack (Communication & Workflow Coordination) - Jira (Ticketing & Tracking) About the Environment You will join a fast-paced, international cybersecurity organization focused on cloud and security platform technologies. The role is centered on ensuring operational excellence in technical support, maintaining high case quality, and continuously improving support workflows across global teams.

• Audit and analyze existing global repositories • Author high-quality technical documentation, SOPs, and troubleshooting guides • Drive the seamless migration of content into ServiceNow • Collaborate closely with subject matter experts worldwide • Define and track metrics to measure knowledge adoption and content health

• Join our team as a Mid-Senior Developer • Expert in Frontend with strong Fullstack capabilities • Ready to build and scale modern applications

Role Description We're looking for an experienced Cloud Engineer with strong expertise in AWS and Azure to join a global engineering team building secure, scalable, and modern cloud platforms. In this role, you'll combine cloud-native engineering, DevSecOps automation, and data platform capabilities to support software engineering, observability, analytics, and enterprise platform initiatives. Qualifications - 10+ years of experience in Cloud Engineering, DevOps, or Platform Engineering - Strong hands-on experience with AWS services and working knowledge of Azure - Expertise in Terraform, CI/CD, GitOps, and infrastructure automation - Experience with Docker, Kubernetes, EKS, and AKS - Knowledge of event-driven architectures and serverless technologies - Understanding of modern data platforms and lakehouse architectures - Strong communication skills and experience collaborating with global teams Requirements - AWS | Azure | Terraform | Kubernetes | Docker | GitHub Actions | Lambda | SQS | EventBridge | Step Functions | S3 | Databricks | Spark | Synapse | PostgreSQL | OpenSearch | Neo4j Benefits - AWS or Azure certifications - Experience with observability, data governance, and security compliance - Background in enterprise software, automotive, or regulated environments - Global collaboration across APAC, Europe, and North America - Opportunity to work on large-scale cloud and platform engineering initiatives

• Organize, audit, and maintain digital marketing assets, including website content, email communications, sales collateral, and other customer-facing materials. • Catalog and manage marketing content to ensure accessibility, consistency, and alignment with business objectives. • Provide content recommendations to support digital marketing initiatives, including social media, paid search, and content syndication programs. • Support marketing operations through data entry and maintenance within marketing work management platforms and Salesforce. • Create, update, and maintain presentations, reports, and documentation using PowerPoint and Excel under the guidance of marketing leadership. • Assist with marketing campaigns and special projects as assigned. • Contribute to process improvement initiatives and help develop tools and workflows that enhance marketing team productivity and effectiveness. • Ensure marketing assets and related data are accurate, current, and aligned with organizational standards.

• Support or lead Change Management activities within an HR transformation initiative. • Conduct stakeholder analysis and Change-Impact-Analyses. • Develop and execute communication and training concepts. • Drive user adoption and ensure successful system implementation. • Support HR system deployment activities and organizational change efforts. • Work closely with project management, business functions, and stakeholders.

• Designing, implementing, testing, and maintaining the Stratus applications' web interface and backend services. • The contract includes both maintenance development of existing applications and greenfield implementation of new applications ported from legacy systems.

Role Description As a Change Management Consultant, you will support or lead change activities within large-scale HR transformation and enterprise system implementation programs in complex, multi-country enterprise environments. The focus is on enabling successful user adoption of new HR technologies and ensuring sustainable integration of new ways of working across global or regional organisations. You will work closely with project teams, HR stakeholders, and business leaders to translate system and process changes into clear communication, training, and adoption strategies. Location: Germany Start Date: 03 August 2026 Contract: Fixed-term (6 months) Working Hours: 32 hours per week Key Responsibilities - Lead or support change management activities within HR transformation and system implementation projects. - Conduct stakeholder analysis and change impact assessments. - Develop and execute communication and training strategies. - Design training materials and enablement programs for end users. - Drive user adoption, readiness, and engagement across impacted populations. - Support go-live, cutover, and post-implementation stabilization activities. - Collaborate with project management, HR, IT, and business stakeholders. - Maintain change plans aligned with project milestones and methodologies. Qualifications - Minimum 5+ years of experience in Change Management or transformation programs. - Experience with large-scale enterprise HR IT systems (e.g. Workday, SAP SuccessFactors, Oracle HCM or similar). - Proven experience in HCM or HR system implementations in enterprise environments. - Strong stakeholder management and communication experience in client-facing settings. - Background in consulting or internal transformation roles. Key Skills - Change Impact & Stakeholder Analysis. - Communication & Training Design. - User Adoption & Change Readiness. - HR System Implementation (enterprise HCM platforms). - Consulting & Stakeholder Engagement. - Cross-functional collaboration in matrix organizations. Other Requirements - Strong communication skills in both English and German. - Ability to work in international environments. - Structured, hands-on and consultative approach to change management. - Willingness to travel occasionally (up to 25%). Team Environment You will join an experienced international change and transformation environment focused on large-scale global HR transformation programs. The team supports global organisations in successfully adopting new HR technologies and embedding sustainable change across their workforce.

• Provide operational and strategic expertise in employee relations • Ensure Leaders and Managers are proficient in HR policies • Manage employee relations issues proactively • Provide metrics to demonstrate progress • Collaborate with internal partners such as TA and Payroll team

Role Description You will: - Lead End-to-End Project Delivery: Serve as the single point of accountability for the planning, execution, and successful delivery of multiple concurrent global projects in the Corporate Technology portfolio. Oversee each project from initiation through closeout, ensuring objectives are met and stakeholder expectations are managed. - Project Planning & Control: Develop comprehensive project charters and plans, including defining scope, schedule (timelines/milestones), resource plans, and budgets for each initiative. Implement and maintain project controls to effectively manage scope, schedule, quality, cost, risk, and communications for all projects in the portfolio. - Cross-Functional Coordination: Coordinate and lead cross-functional Project Delivery Teams, which may include GTS technical resources, business analysts, external vendors, and business stakeholders from Corp. Affairs, HR, and other departments. Clearly define team members’ roles/responsibilities and hold them accountable for deliverables. - Stakeholder Management: Act as the primary liaison between GTS and business stakeholders. Facilitate regular project status meetings and steering committee reviews with senior leadership and functional sponsors, ensuring alignment on project goals, timelines, and issue resolution. - Risk & Issue Management: Proactively identify, document, and mitigate project risks (technical, operational, regulatory) and resolve issues that arise during project execution. Ensure projects adhere to relevant regulations and internal policies (e.g., data privacy, compliance standards). Escalate critical risks or roadblocks to higher management with analysis and recommended action plans when they are beyond the PM’s authority to resolve. - Budget & Resource Management: Manage project budgets (including both internal resources and vendor costs) in line with approved allocations. Track and report on project financials; control expenses to meet budget targets. Adjust resource plans and schedules as needed to address project changes or unexpected challenges, following formal change control processes. - Vendor Oversight: When projects involve third-party software implementations or consulting partners, oversee vendor performance and delivery. Ensure vendor activities and deliverables meet company’s requirements, timelines, and quality standards. Coordinate vendor contracts, statements of work, and ensure proper integration of their work with internal teams. - Project Documentation: Maintain all project documentation (project plans, risk registers, change logs, status reports) in an organized manner. Adhere to GTS methodologies and governance processes for project reporting and stage-gate reviews. Ensure projects are “audit-ready” with documentation that meets internal audit and external regulatory expectations for related systems. - Communication & Reporting: Provide clear, timely, and concise project status updates to stakeholders at various levels (detailed team status updates, as well as executive summaries for senior management). Prepare and deliver presentations or reports for project milestones, steering committee meetings, and post-project reviews. Facilitate effective communication among technical teams and business partners to keep all parties informed and engaged. - Continuous Improvement: Identify lessons learned and best practices from each project. Contribute to the improvement of project management practices within GTS by recommending enhancements to methodologies, templates, or processes based on project experience. Qualifications - Prior experience managing technology projects in HR, Corporate, and Govt. Affairs domains, such as implementing corporate HRIS systems, intranet platforms, communication enablement systems. - Ability to partner effectively with HR, Corporate Affairs, Legal/Compliance, Business Development, IT, and external vendors to align priorities, manage dependencies, and drive decisions across enabling functions. - Working knowledge of enterprise HR and enabling‑functions platforms (e.g., HRIS, case management, intranet, analytics, workflow tools) to translate business needs into executable plans and manage system‑driven initiatives end‑to‑end. - Strong capability in planning, tracking, and governing complex programs—managing timelines, budgets, risks, and dependencies across simultaneous projects, enhancements, and system. - Ability to distil complex initiatives into concise, executive‑level updates, dashboards, and decision points for leadership forums such as portfolio reviews, QBRs, and steering committees. - Multinational or cross-regional project experience, particularly working with teams in US, Europe and Asia, and ability to navigate cultural and time-zone differences effectively. Education - Bachelor’s degree in business administration, Computer Science, Information Technology, or related discipline.