IT Infrastructure Operations Lead...

Hybrid role in San Nicolas de los Garza, Nuevo León, Mexico.

THE WORK :

Join us in creating a vibrant and efficient environment where innovation thrives! You will be a subject matter expert, collaborating with various teams to make impactful decisions.

Your role will involve engaging with multiple teams and contributing to key decisions while providing solutions to challenges that arise. We are excited to see how your expertise in IT Infrastructure Operations will help us achieve our goals together!

Responsibilities :

• Supervise daily operations.
• Ensure service quality aligned with defined SLAs.
• Manage service continuity in the event of incidents.
• Manage and coordinate internal work teams, ensuring proper resource allocation.
• Develop training plans for team members and promote knowledge sharing within the team.
• Prioritize requests and changes.
• Coordinate changes while minimizing operational impact and ensuring best practices in change management.
• Identify opportunities for automating repetitive tasks.
• Identify opportunities for process optimization.
• Lead daily / weekly meetings to maintain fluid communication with teams and stay aware of emerging needs or updates.
• Act as the Focal Point (main point of contact) for the client and maintain communication with them.
• Review contracts and SLAs.
• Identify potential projects that go beyond daily operations and require additional scoping and pricing.
• Prepare reports (e.g., volume metrics, KPIs, etc.).
• Ensure all processes, procedures, and configurations are properly documented.