IT Site Operations Engineer Mexico

Description and Requirements

The IT Site Operations Engineer is responsible for ensuring stability, continuity, and continuous improvement of IT operations supporting manufacturing environments at the site/GEO level. This role evolves beyond traditional infrastructure support by integrating AI‑enabled operations (AgenticOps), automation, and business alignment, acting as a key enabler of resilient and intelligent IT services. This role represents the evolution from traditional infrastructure support to a next‑generation IT operations model, where engineers are empowered by AI, operate within an AgenticOps framework, and actively contribute to business value through technology.

IT Operations & Manufacturing Support

• Ensure high availability of critical manufacturing applications, systems, and infrastructure.
• Provide operational support aligned with defined SLA targets.
• Manage and resolve incidents, service requests, and outages with a focus on minimizing production impact.
• Execute and maintain runbooks, SOPs, and operational standards.

AgenticOps & AI Enabled Operations

• Leverage AI tools and agents (AI Buddy / AgenticOps) to improve troubleshooting, RCA, and operational efficiency.
• Participate in the adoption of automation and AI driven processes for repetitive, high volume support tasks.
• Ensure human in the loop governance, maintaining full control over AI assisted actions in critical environments.
• Contribute to continuous improvement of knowledge bases used by AI agents.

Infrastructure & Application Ownership

• Oversee the health and performance of IT infrastructure, networks, and site applications.
• Support system maintenance, upgrades, and lifecycle management.
• Collaborate with global teams to ensure standardization and alignment across sites (MX, BR, HU, US).

Business Analysis & Demand Alignment

• Act as a Business Analyst partner to manufacturing and operational stakeholders.
• Understand business processes and translate needs into IT requirements and solutions.
• Identify opportunities for process optimization, automation, and AI adoption.
• Support initiatives and projects that enhance site productivity and efficiency.

Service Experience & Stakeholder Engagement

• Provide high quality IT support to business end users, ensuring a strong service experience.
• Act as the IT ambassador for the local site, bridging global IT capabilities with local business needs.
• Communicate effectively with users, leadership, and cross functional teams.
• Drive root cause analysis (RCA) and reduction of recurring incidents.
• Ensure alignment with security, compliance, and audit requirements.
• Contribute to operational excellence through standardization, documentation, and best practices.

• Bachelor’s degree in Information Technology, Engineering, Computer Science, or related field.
• 3–7+ years of experience in IT operations, infrastructure support, or site support roles.
• Experience in manufacturing IT environments is highly preferred.
• Exposure to or experience with AI tools, automation, or digital transformation initiatives is a strong plus.

Technical

• Strong knowledge of IT infrastructure and operations (networks, servers, endpoints, and site-critical systems).
• Experience supporting manufacturing or production environments (high availability, low tolerance for downtime).
• Solid understanding of incidents, problems, and change management processes (ITIL-based).
• Familiarity with monitoring tools, log analysis, and troubleshooting methodologies.
• Basic to intermediate knowledge of automation and scripting (e.g., PowerShell, Python, or similar).

AI & Digital Operations (AgenticOps Readiness)

• Understanding of AI‑enabled operations concepts (AI agents, automation, AgenticOps).
• Ability to leverage AI tools (e.g., copilots / AI assistants) to improve troubleshooting, RCA, and productivity.
• Strong analytical thinking for identifying repetitive processes suitable for automation.
• Knowledge of data quality and knowledge management practices to support AI-driven operations.

Business & Analytical Skills

• Ability to act as a Business Analyst partner, understanding manufacturing processes and business needs.
• Strong skills in problem analysis, root cause identification, and solution definition.
• Capability to translate business requirements into IT solutions or improvements.
• Experience identifying process optimization and automation opportunities.
• Strong customer service mindset with focus on end-user experience.
• Excellent communication skills (technical and non-technical audiences, bilingual preferred).
• Proactive and ownership-driven mindset in incident resolution and operational improvements.
• Ability to work in cross-functional and global teams (MX, BR, HU, US).
• Strong collaboration and stakeholder engagement capabilities.

• Fluent English (oral and written)
• ITIL foundation, IT operations
• ISO 27001 basic knowledge, experience is appreciated it
• X86 hardware basic to intermediate. Virtualization (VMware/Hyper‑V), and storage solutions
• Cyber‑security basic level. intermediate is a plus. Key areas: incident response, vulnerability management, endpoint protection
• Printing services basic level. Label and laser printers.
• Some Cisco CCNA/CCNP/Switching, Microsoft Certified: Azure Solutions Architect, CompTIA Network+/Security+, ITIL – Basic to Intermediate level
• Basic Knowledge with automation and scripting (PowerShell, Python, Bash) or other automation platforms is a plus
• Good team player, ability to work in small team and a wider global team to meet customer requirements.
• High motivation, customer focus, and ability to manage multiple priorities.
• Must be very organized, customer focused
• Ability to work under pressure and deliver results within tight deadlines
• Analytic, persistent attitude to troubleshooting and propose ideas to extended team outside of primary work location.
• Critical thinking, strategic mindset, and a proactive approach to problem-solving.