Engineering Manager - Operations (L1/L2 Support)-Hybrid

** This position is based in Mexico City, Lomas de Chapultepec and its hybrid**

About Us:

At Maersk Technology, we are dedicated to transforming the logistics industry through innovative technology solutions. We strive to create a seamless experience for our customers by ensuring our technology infrastructure is robust, reliable, and efficient. Join us and be a part of a dynamic team that is driving change and making a global impact.

Role Summary:

As an Engineering Manager - Operations, you will be responsible for managing the L1/L2 support teams to ensure the highest level of service delivery, operational excellence aimed at improved user experience. You will be responsible for managing a team of engineers, developing and implementing support strategies, and driving continuous improvement in services delivered to our users and customers.

Key Responsibilities:

• Lead and manage L1/L2 support team to ensure efficient incident and service request resolution.
• Develop strategies to improve service quality, reduce resolution times, and enhance customer satisfaction.
• Monitor support metrics and KPIs, identifying trends and implementing corrective actions as needed.
• Collaborate with engineering, product, and customer service teams to address technical challenges and maintain smooth operations.
• Drive continuous improvement by enhancing support processes, tools, and documentation.
• Ensure adherence to SLAs and contractual obligations.
• Mentor and develop team members, fostering a culture of learning, collaboration, and excellence.
• Prepare and share regular performance reports with senior leadership.
• Align with cross-regional teams to define common goals, strategies, and roadmaps.
• Focus on reducing ticket volumes by addressing root causes and automating routine tasks.
• Improve observability through effective monitoring and alerting mechanisms.
• Develop and maintain SOPs to standardize support processes.
• Proficiency in automation and scripting to streamline support workflows.

Qualifications:

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
• Proven experience in managing L1 and L2 support teams, preferably in a large-scale enterprise environment.
• Strong understanding of agile support processes and best practices.
• Excellent problem-solving skills and the ability to handle complex technical issues.
• Engineering-led approach to resolving operational issues.
• Experience with support tools and systems, such as ServiceNow or similar platforms.
• Hand on support experience from previous roles.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Possesses strong hands-on technical experience.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

Preferred Qualifications:

• ITIL certification or other relevant industry certifications.
• Experience in the logistics or supply chain industry.
• Knowledge of cloud technologies and platforms (e.g., AWS, Azure).

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to make a significant impact on a global scale.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com.