Manager, IT BladeAssure

TPI Composites, Inc.; Ciudad Juárez; Híbrido; MXN 900.000 - 1.100.000; Jornada completa

Descripción de la vacante

TPI Composites, Inc. seeks an experienced IT Manager for BladeAssure to lead on-site IT Technicians and manage 24x5 technology operations across production facilities. You will own ITSM practices, outages communications, and vendor relationships to ensure system uptime and service quality across BladeAssure-enabled lines.

You will drive staffing, performance reviews, and staff development while aligning IT support with production schedules and business goals in a manufacturing context.

Formación

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 3+ years of IT management or team lead experience in manufacturing/OT environments.
• Experience supporting IT operations in shift-based or 24x5 settings with formal incident management.
• Strong knowledge of LAN/WAN, Wi‑Fi, VLANs, switches, and basic network security.
• Experience managing endpoint hardware including cameras, displays, and edge compute devices.
• Familiarity with IT/OT integration and ITIL/ITSM practices; ITIL Foundation preferred.

Responsabilidades

• Lead BladeAssure IT operations across multiple production sites with a 24x5 footprint.
• Coach and develop on-site IT Technicians and manage staffing and on-call coverage.
• Own ITSM processes: incident, problem, change management, and service request fulfillment.
• Coordinate outages, communications, and escalation with operations and leadership.
• Manage vendor relationships for software support and coordinate releases/updates.
• Document IT assets, runbooks, and processes; drive continuous improvement.

Conocimientos

IT leadership

Incident management

Vendor management

ITSM familiarity

Communication skills

Documentation

Project management

Networking basics

Educación

Bachelor's degree in IT/CS/Engineering

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

Position Summary

The IT Manager, BladeAssure is responsible for the day-to-day technology operations and IT team management supporting the BladeAssure platform across TPI's manufacturing facilities. This role leads a team of on-site IT technicians and serves as the primary point of accountability for system uptime, infrastructure reliability, and service quality across all BladeAssure-enabled production lines. The Manager drives strong IT service management practices—including structured outage communications, escalation procedures, and incident tracking—while managing the vendor relationship for software support.

Lead, coach, and develop a team of BladeAssure IT Technicians embedded across production facilities, ensuring appropriate staffing coverage for 24x5 factory operations.

Set clear performance expectations, conduct regular 1:1s and performance reviews, and build a high-performing, service-oriented team culture.

Coordinate shift coverage and on‑call responsibilities to ensure continuous IT support availability across all production shifts.

Prioritize and assign work to technicians based on operational demand, incident severity, and site‑specific needs.

Partner with local site leadership to align IT support activities with production schedules and operational goals.

Partner with BladeAssure supplier to co‑coordinate releases of the application/scheduled outages and issues with the application

Team Leadership & Management

• Lead, coach, and develop a team of BladeAssure IT Technicians embedded across production facilities, ensuring appropriate staffing coverage for 24x5 factory operations.
• Set clear performance expectations, conduct regular 1:1s and performance reviews, and build a high-performing, service-oriented team culture.
• Coordinate shift coverage and on‑call responsibilities to ensure continuous IT support availability across all production shifts.
• Prioritize and assign work to technicians based on operational demand, incident severity, and site‑specific needs.
• Partner with local site leadership to align IT support activities with production schedules and operational goals.
• Partner with BladeAssure supplier to co‑coordinate releases of the application/scheduled outages and issues with the application

Operational Support & Service Management

This role carries primary accountability for BladeAssure IT operations across all active production sites. Strong ITSM discipline and a proactive approach to service reliability are essential.

• Own the operational health of all BladeAssure IT infrastructure, ensuring system availability meets the demands of continuous 24x5 manufacturing operations.
• Maintain and enforce IT service management (ITSM) practices including incident management, problem management, change management, and service request fulfillment.
• Lead structured outage communications: ensure timely, clear, and accurate notifications to operations, engineering, and leadership stakeholders during any system disruption.
• Establish and maintain escalation runbooks and standard operating procedures (SOPs) for common failure modes and recovery scenarios.
• Track and report on key operational metrics including system uptime, mean time to restore (MTTR), incident volume, and recurring issues.
• Conduct post‑incident reviews for significant outages; drive root cause analysis and preventive action to reduce repeat incidents.
• Manage the lifecycle of IT assets supporting BladeAssure, including TVs/display hardware, local network equipment, servers, cameras, and ancillary devices.

Infrastructure & Technology Management

• Oversee the installation, configuration, and ongoing maintenance of local IT infrastructure supporting BladeAssure at each production site, including local area networks (LAN), switches, Wi‑Fi access points, cabling, and edge compute hardware.
• Manage the display and visualization infrastructure (production‑floor TVs and dashboards) used to surface BladeAssure data to operators and quality personnel.
• Oversee the camera systems integrated within the BladeAssure platform, including physical installation support, network connectivity, and coordination with the engineering team on positioning and coverage requirements.
• Ensure network segmentation, security configurations, and connectivity standards are maintained in compliance with TPI IT policies.
• Support capacity planning and infrastructure refresh cycles in coordination with corporate IT and the BladeAssure program team.
• Act as the primary IT escalation point with vendor for software defects, platform performance issues, and feature‑related support requests.
• Manage and document all open vendor tickets; track progress to resolution and communicate status to internal stakeholders on a regular cadence.
• Participate in release planning and change management activities related to BladeAssure software updates, ensuring minimal disruption to production operations.
• Coordinate testing and validation of software updates in non-production environments prior to deployment to the factory floor.

Documentation & Process Improvement

• Create and maintain operational documentation including network diagrams, equipment inventories, incident runbooks, escalation matrices, and change records.
• Identify recurring operational issues and lead continuous improvement initiatives to reduce manual effort, improve reliability, and increase technician effectiveness.
• Ensure all changes to infrastructure and configurations are documented in accordance with TPI change management standards.
• Support audits and compliance activities related to IT systems within the BladeAssure program.

Education / Skills / Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field; or equivalent combination of education and hands‑on experience.
• 3+ years of experience in IT management or team lead role, preferably in a manufacturing, industrial, or operational technology (OT) environment.
• Demonstrated experience supporting IT operations in a shift-based or 24x5 environment with formal incident management and outage communication practices.
• Solid working knowledge of local area networking (LAN/WAN), Wi‑Fi, VLANs, switches, and basic network security practices.
• Experience managing endpoint hardware including cameras, display systems, and edge compute devices in a production setting.
• Familiarity with IT/OT integration concepts and the unique challenges of deploying technology in manufacturing environments.
• Experience managing vendor relationships and escalating software issues through structured support channels.
• Excellent interpersonal and communication skills; able to translate technical issues into clear, concise language for non‑technical operations and leadership audiences.
• Strong organizational skills with the ability to manage multiple priorities, incidents, and projects simultaneously.
• High attention to detail and a disciplined approach to documentation and process compliance.
• ITIL Foundation certification preferred; familiarity with ITSM platforms (ServiceNow, Jira Service Management, or equivalent).

Physical Skills & Work Environment

Physical Demands

• Ability to spend significant time on the factory floor, including during outage response events and system deployments, potentially across shifts.
• Occasional lifting and installation of IT hardware (monitors, network equipment, cameras).

Work Environment

• Role is split between office/remote work and active time in manufacturing facilities.
• The manufacturing floor requires use of appropriate personal protective equipment (PPE) including eye, hearing, respirator, and skin protection.
• Accessing work environments may include use of stairs, staging, and ladders.
• The composite manufacturing environment is subject to varying levels of temperature, humidity, dust, and smells.