Senior Manager, NOC

Location: Coyoacan, Mexico City, Mexico. Full time, onsite.

Company

hirify.global provides data and software services for connected vehicle lifecycle experiences, homes, and digital identities, serving approximately 235,000 partners and customers in more than 90 countries.

What you will do

• Lead the global 24/7/365 Network Operations support team of 25 analysts and four team leaders.
• Oversee support requests, monitoring alerts, dashboard alerts, and major incident management for SaaS platforms and associated infrastructure.
• Provide guidance, mentorship, task assignment, goal setting, performance evaluation, and communication support for IT professionals.
• Collect and review KPI data and metrics to support data-driven operational improvements.
• Manage departmental projects and initiatives, including scope, milestones, resources, budgets, timelines, and stakeholder coordination.
• Manage relationships with stakeholders, vendors, service providers, and contractors while overseeing SLAs, contracts, policies, audits, and compliance controls.

Requirements

• 6+ years of experience in an IT service delivery leadership or management role and 6+ years of hands-on technical experience in the same field.
• Previous experience leading an IT service delivery team or a similar team is required.
• Excellent written and verbal English communication skills are required.
• Strong collaboration skills for working with customers, IT teams, stakeholders, and cross-functional teams.
• Strong analytical and stakeholder management skills, including critical thinking, troubleshooting, and solution implementation.
• Experience coordinating or contributing to service delivery projects, including planning, organizing, and tracking progress.

Nice to have

• Knowledge of IT service management tools, ITIL processes, and ITSM frameworks.
• Familiarity with application support, cloud computing, virtualization, and automation technologies.
• Experience with Power Automate, Power Apps, and Power BI.

Culture & Benefits

• Work in a global organization serving customers and partners across more than 90 countries.
• Operate in a fast-paced environment focused on innovation, cognitive answers, insights, algorithms, and automation.
• Collaborate with cross-functional teams, vendors, service providers, and stakeholders.