Senior Manager, NOC

DealerSocket (India); Coyoacán; On-site; MXN 1,695,000 - 2,448,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

IT service delivery

English communication

Stakeholder management

Problem solving

Cross-functional collaboration

Vendor management

ITIL/ITSM

Cloud computing

Automation technologies

Tools

PowerAutomate

PowerApps

PowerBi

ITSM tools

Job description

Senior Manager, Network Operations Center (NOC) – Mexico City

Who We Are Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role We are seeking a passionate leader to lead our Global Network Operations Centre, leading a large team of 25 analysts. In this role, you will be responsible for managing 4 x team leaders and mentoring individual contributors to provide 24/7/365 support for Solera's SaaS platforms and associated infrastructure, ensuring that the team follow our established runbooks and processes to facilitate any major incidents that arise. The successful candidate will have an established background in leading an IT Operations support team, strong technical ability, excellent organizational and communication skills, and a motivation to achieve results in a fast-paced environment.

What You'll Do

• 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.

What You'll Bring

• Minimum of 6+ years of experience in a leadership or management role within IT service delivery, combined with 6+ years of hands-on technical experience in the same field.
• Previous 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. The ability to think critically, troubleshoot problems, and implement appropriate solutions is vital.
• 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 (IT Service Management) frameworks is highly desirable.
• Familiarity with application support, cloud computing, virtualization, and automation technologies is also advantageous. (PowerAutomate, PowerApps, PowerBi)

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.