Global NOC Lead — 24/7 Network Operations (Mexico City)

DealerSocket (India); Coyoacán; Sur place; MXN 1 695 000 - 2 448 000; Plein temps

Résumé du poste

Solera in Mexico City is seeking a Senior Manager to lead the Global Network Operations Center, overseeing a 25-analyst team and four team leaders. You will ensure 24/7/365 support for Solera's SaaS platforms and infrastructure, following runbooks and processes to handle major incidents.

You bring 6+ years in IT service delivery leadership, strong communication in English, and hands-on technical experience.

Qualifications

• 6+ years in a leadership or management role within IT service delivery.
• 6+ years hands-on technical experience in the same field.
• Experience leading an IT service delivery team, or a similar role is essential.
• Excellent communication skills, both written and verbal in English, are crucial for interacting with customers, IT teams, and stakeholders.
• Collaboration skills are necessary for working with cross-functional teams to ensure the delivery of IT services.
• Strong analytical and stakeholder management skills are necessary to identify and resolve IT service issues effectively.
• Experience coordinating or contributing to service delivery projects, including the ability to plan, organize, and track progress to ensure successful implementation.
• Knowledge of IT service management tools, ITIL processes, and ITSM frameworks is highly desirable.
• Familiarity with application support, cloud computing, virtualization, and automation technologies is also advantageous.

Responsabilités

• Run our global 24/7/365 Network Operations support team, ensuring our major incident management process is followed and that requests from the business for support, monitoring and dashboard alerts are addressed in a timely and efficient manner in line with our runbook procedures.
• Lead a team of IT professionals and provide guidance, mentorship, and support. Assign tasks, set goals, evaluate performance, and promote effective communication and collaboration within the team.
• Ensure accurate collection and regular review of KPI data and metrics, allowing us to drive data driven decisions on how to measure and improve success and progress.
• Manage departmental projects & initiatives from initiation to completion, including scope definition, identifying actions and milestones, allocating resources, and monitoring progress. Ensure strong collaboration and communication with stakeholders, vendors, and cross-functional teams to ensure successful project delivery within budget and timeline.
• Manage relationships with stakeholders, IT vendors, service providers, and contractors, evaluating vendor performance, negotiate contracts, and ensure compliance with service level agreements (SLAs) and contractual obligations.
• Establish and enforce IT policies, procedures, and standards to ensure compliance with legal and regulatory requirements. Provide support to audits, implement & ensure adherence to controls, recommending and supporting changes to address any compliance gaps.
• Stay updated with the latest industry trends and best practices in network operations. Share knowledge and expertise with team members through training sessions and documentation.

Connaissances

Leadership

IT service delivery

English communication

Stakeholder management

Problem solving

Cross-functional collaboration

Vendor management

ITIL/ITSM

Cloud computing

Automation technologies

Outils

PowerAutomate

PowerApps

PowerBi

ITSM tools

Description du poste

Solera in Mexico City is seeking a Senior Manager to lead the Global Network Operations Center, overseeing a 25-analyst team and four team leaders. You will ensure 24/7/365 support for Solera's SaaS platforms and infrastructure, following runbooks and processes to handle major incidents.

You bring 6+ years in IT service delivery leadership, strong communication in English, and hands-on technical experience.