Position objetive
The Service Operations Manager plays a key role in ensuring IT services remain stable, resilient, and aligned with
business priorities. Combining operational leadership with technical understanding, this role oversees major incident
management, service reliability, and continuous improvement across the IT landscape. The Service Operations
...
Manager acts as a bridge between technical engineering teams and business stakeholders, ensuring both rapid
resolution and long-term service health. The role will work with a variety of stakeholders from multiple technical
domains such as Network, Cloud, Infra, ITSM, Monitoring tools, and business applications.
JOB DESCRIPTION
? Maintain all stakeholders updated on the recovery progress via incident notifications and register the incident
timeline.
? Perform Level 1 troubleshooting for low priority tickets (P3/P4), based on acquired knowledge and instruction
runbooks provided by the SmartER teams. Lead escalated/long running P3 cases until completion.
? Regularly follow-up on the low priority tickets backlog with the stakeholders and perform internal escalations
when required to maintain the backlog under control or to resolve prioritized cases.
Problem Management:
? Conduct the Root Cause Analysis meetings with the technical teams, to identify and provide recommendations
to prevent incidents from recurring.
? Recommend improvements in internal ways of working, to maximize the teams’ effectiveness during incidents
troubleshooting and reduce the time to restore.
? Ensures permanent fixes are defined and implemented for known bugs/repetitive low priority incidents.
? Monitor and analyze operational metrics (availability, MTTR, SLA compliance, incident trends) to identify
opportunities for improvement.
? Cultivate the Problem Management mindset and follow-up on the Problem Management recommendations
with the internal stakeholders, until completion.
Change Management:
? Review Change Requests and internally assess impact on SmartER with the teams, share the approval
feedback during Change Advisory Board.
? Conduct the post-reviews for the failed Changes, align the required actions to prevent recurrences and follow-
up with the stakeholders to ensure completion.
Reporting/Governance:
? Provides appropriate reporting and data to stakeholders in order to highlight the stability of the Global IT
Systems.
? Participate in Local and Global governance with the purpose of presenting information and ensuring feedback
is received from stakeholders and applied to the Service Management processes.
? Works collaboratively with technical teams from Global Technology and local Business Units in order to ensure
adherence to the Global Service Management Processes. Facilitate recurring meetings to discuss operational
matters on Incident/Problem/Change Management areas.
? The role will be part of the Global Service Management team, with a focus on ensuring stakeholders in
SmartER LATAM receive the appropriate support.
? Located in Mexico. Ability to cover on-call shifts.
show more
Position objetive
The Service Operations Manager plays a key role in ensuring IT services remain stable, resilient, and aligned with
business priorities. Combining operational leadership with technical understanding, this role oversees major incident
management, service reliability, and continuous improvement across the IT landscape. The Service Operations
Manager acts as a bridge between technical engineering teams and business stakeholders, ensuring both rapid
resolution and long-term service health. The role will work with a variety of stakeholders from multiple technical
domains such as Network, Cloud, Infra, ITSM, Monitoring tools, and business applications.
JOB DESCRIPTION
? Maintain all stakeholders updated on the recovery progress via incident notifications and register the incident
timeline.
? Perform Level 1 troubleshooting for low priority tickets (P3/P4), based on acquired knowledge and instruction
runbooks provided by the SmartER teams. Lead escalated/long running P3 cases until completion.
? Regularly follow-up on the low priority tickets backlog with the stakeholders and perform internal escalations
...
when required to maintain the backlog under control or to resolve prioritized cases.
Problem Management:
? Conduct the Root Cause Analysis meetings with the technical teams, to identify and provide recommendations
to prevent incidents from recurring.
? Recommend improvements in internal ways of working, to maximize the teams’ effectiveness during incidents
troubleshooting and reduce the time to restore.
? Ensures permanent fixes are defined and implemented for known bugs/repetitive low priority incidents.
? Monitor and analyze operational metrics (availability, MTTR, SLA compliance, incident trends) to identify
opportunities for improvement.
? Cultivate the Problem Management mindset and follow-up on the Problem Management recommendations
with the internal stakeholders, until completion.
Change Management:
? Review Change Requests and internally assess impact on SmartER with the teams, share the approval
feedback during Change Advisory Board.
? Conduct the post-reviews for the failed Changes, align the required actions to prevent recurrences and follow-
up with the stakeholders to ensure completion.
Reporting/Governance:
? Provides appropriate reporting and data to stakeholders in order to highlight the stability of the Global IT
Systems.
? Participate in Local and Global governance with the purpose of presenting information and ensuring feedback
is received from stakeholders and applied to the Service Management processes.
? Works collaboratively with technical teams from Global Technology and local Business Units in order to ensure
adherence to the Global Service Management Processes. Facilitate recurring meetings to discuss operational
matters on Incident/Problem/Change Management areas.
? The role will be part of the Global Service Management team, with a focus on ensuring stakeholders in
SmartER LATAM receive the appropriate support.
? Located in Mexico. Ability to cover on-call shifts.
show more
