Manager, Systems Reliability Engineering (MGMT)

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As a Manager, Systems Reliability Engineering (MGMT), you will lead the LATAM Product Creation and Master Data operations team supporting FlexPLM, DaVinci, Infor Nexus, MDM services, and related integrations. This role, based in GCC Mexico, reports directly to the SRE Manager, IT Enterprise Application Operations. You will own regional people management and service delivery, partnering with the India manager and global teams on reliability, data integrity, consistent ways of working, and Agentic AI adoption.

• Lead and develop an engineering team through hiring, onboarding, coaching, goal setting, performance reviews, career development, and succession planning.
• Own regional service delivery, support coverage, capacity and workload planning within the global operating model; coordinate handovers and escalation with the India manager.
• Manage service-level objectives, queue aging, data-flow health and operational risks; prioritize improvements using business impact, reliability measures and recurring incident trends.
• Lead major incident coordination, stakeholder communications, problem management and corrective actions; govern release readiness, change approvals and recovery planning.
• Establish consistent ways of working through clear ownership, documented runbooks, knowledge transfer, evidence-based handovers and blameless post-incident reviews.
• Lead adoption of approved Agentic AI for triage, investigation, knowledge capture and operational workflows; define human approval boundaries, data protection, auditability and measurable outcomes.

• 7+ years of experience in IT production support, application operations, platform engineering or Site Reliability Engineering, including demonstrated people-management experience.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
• Experience supporting PLM, MDM, enterprise data, integration platforms or comparable business-critical applications; ability to develop application-specific knowledge across the portfolio.
• Strong understanding of APIs, middleware, queues, batch processing, file feeds, data controls, service dependencies and cross-region operations.
• Experience with ITSM, incident, problem and change management, team development and stakeholder communication; practical experience leading automation and responsible Agentic AI adoption.