Global NOC Senior Manager: 24/7 Incident Lead

Solera; Ciudad de México; On-site; MXN 1,800,000 - 2,400,000; Full time

Job summary

Solera seeks a Senior Manager to lead the Global Network Operations Centre (NOC) in Mexico City. You will oversee a 25-analyst team, manage 4 team leaders, and ensure 24/7/365 support for Solera’s SaaS platforms and infrastructure.

You will drive incident management, KPI reviews, and collaboration with vendors and stakeholders, while enforcing IT policies and runbooks to support reliable service delivery.

Qualifications

• 6+ years in a leadership role within IT service delivery.
• 6+ years hands-on technical experience in IT service delivery.
• Experience leading an IT service delivery team or similar role.
• Excellent English communication, both written and verbal.
• Strong analytical and stakeholder management skills.
• Experience coordinating or contributing to service delivery projects.

Responsibilities

• Lead a 24/7/365 Network Operations team and ensure incident processes are followed.
• Mentor and guide the team; assign tasks, set goals, and evaluate performance.
• Collect and review KPI data to drive data-driven decisions.
• Manage IT projects from initiation to completion with cross-functional collaboration.
• Negotiate contracts and ensure SLAs and contractual obligations are met.
• Enforce IT policies, procedures, and standards; assist audits and compliance.

Skills

Leadership

IT Service Delivery

Stakeholder Management

Team Mentoring

Strategic Planning

Tools

ITIL

ITSM tools

PowerAutomate

PowerApps

PowerBi

Job description

Solera seeks a Senior Manager to lead the Global Network Operations Centre (NOC) in Mexico City. You will oversee a 25-analyst team, manage 4 team leaders, and ensure 24/7/365 support for Solera’s SaaS platforms and infrastructure.

You will drive incident management, KPI reviews, and collaboration with vendors and stakeholders, while enforcing IT policies and runbooks to support reliable service delivery.