Location
aguascalientes, aguascalientes, Mexico
Posted
July 13, 2026
Job Description
Overview
This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.
Job Description - Grade Specific
General Responsibilities / Accountabilities:
- Own end-to-end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence.
- Lead Major Incident (P1/P2) management, including coordination, communication, decision-making, and Root Cause Analysis (RCA).
- Act as Service Owner for the IT Support operating model (on-site, remote, WFH, on-call), ensuring effectiveness and scalability.
- Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedba...