Edge Platforms Leader MX and Latam

IT Operations Support Specialist - Senior

We are seeking an experienced IT Operations Support Specialist - Senior to join our Information Technology team in San Luis Potosí, Mexico. The successful candidate will provide operational support and service ownership for Edge Platforms solutions across Mexico and LATAM, partnering with business stakeholders, vendors, and global IT teams to deliver secure, reliable, and high-performing technology services. This position follows a hybrid work model.

Job Summary

Responsible for the operational support, governance, and service ownership of Edge Platforms solutions across Mexico and LATAM, including Application Hosting, Storage Services, MDaaS, and Manufacturing IT environments. Ensures service reliability, security, operational excellence, and continuous improvement while partnering with business stakeholders, vendors, and global IT teams to deliver technology services aligned with business objectives.

Leads incident, problem, and change management activities, drives process standardization across the region, and provides technical guidance and operational oversight to support teams. Supports infrastructure modernization initiatives, capacity planning, asset management, and continuous improvement efforts to deliver stable, secure, and scalable technology services.

In this role, you will make an impact in the following ways:

• Provide operational support and service ownership for Edge Platform services across Mexico and LATAM.
• Ensure service availability, reliability, performance, and security for Application Hosting, Storage Services, MDaaS, and Manufacturing IT environments.
• Provide operational oversight and governance for Incident, Problem, and Change Management processes, ensuring service providers deliver high-quality support and adhere to established standards and service levels.
• Partner with business stakeholders, global IT teams, and third-party vendors to deliver technology services aligned with business objectives.
• Support infrastructure lifecycle management, including capacity planning, technology refreshes, and modernization initiatives.
• Monitor service performance and drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
• Develop and maintain operational procedures, standards, and technical documentation.
• Provide technical guidance and operational oversight to support teams and service providers.
• Support asset management activities, ensuring compliance with corporate governance, cybersecurity, and audit requirements.
• Participate in root cause analysis and corrective action planning for critical incidents.
• Drive standardization of operational processes and best practices across LATAM.
• Support manufacturing operations by ensuring critical infrastructure and technology services remain stable, secure, and available.

Education, Licenses, Certifications

Bachelor’s degree in one of the following disciplines

• Computer Science
• Information Technology
• Software Engineering
• Computer Systems Engineering
• Telecommunications Engineering
• Information Systems
• Related technical disciplines

Experience

At least 10 years of experience in Information Technology, Infrastructure Services, Manufacturing IT, Operations Support, or related disciplines.

To be successful in this role, you will need:

• 10+ years of experience supporting enterprise IT infrastructure and operational services.
• Strong experience with Windows Server administration and virtualization technologies.
• Experience with Application Hosting, Storage Infrastructure, and Enterprise Backup solutions.
• Knowledge of Active Directory and Endpoint Management technologies.
• Experience supporting Manufacturing IT or industrial environments.
• Strong understanding of Incident, Problem, Change, and Service Request Management processes.
• Experience working within ITIL-based service management environments.
• Experience managing third-party vendors and service providers.
• Knowledge of infrastructure lifecycle management, asset management, and capacity planning.
• Strong troubleshooting, analytical, and root cause analysis skills.
• Advanced English proficiency.
• Fluent Spanish proficiency

Preferred Qualifications

• ITIL Foundation Certification.
• VMware Certification.
• Experience with server and storage infrastructure.
• Understanding of cybersecurity principles and controls.
• Experience working within global IT organizations.

Preferred Competencies

• Communicates Effectively
• Plans and Aligns
• Directs Work
• Drives Results
• Tech Savvy
• Optimizes Work Processes
• Collaborates
• Ensures Accountability
• Customer Focus
• Decision Quality
• Manages Complexity
• Action Oriented