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Santander Bank

AWS Technical Service Manager

Mexico City, Mexico
AWS ITIL Cloudwatch ServiceNow Dynatrace
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Description

AWS TECHNICAL SERVICE MANAGEMENT

Location: OFNA TECH AND OPER CDMX

Time Type: Full time

Job Description

AWS TECHNICAL SERVICE MANAGEMENT

Country: Mexico

To succeed in this role, you will be responsible for:

  • Own and continuously improve ITIL practices for Incident Management, Change Management, and Problem Management for AWS-based services.
  • Ensure service stability and adherence to SLAs/OLAs through operational controls, service reviews, and continuous improvement initiatives.
  • Establish and track service health KPIs (availability, incident volume, MTTR/MTTA, change success rate, problem recurrence).
  • Incident Management (incl. Major Incidents)
  • Lead incident triage and coordination across cloud infrastructure, platform, security, and application teams.
  • Use Dynatrace / Cloudwatch insights (alerts, traces, service flow, SLOs) to accelerate identification of impact scope and probable root cause domains (app vs infra vs dependencies).
  • Coordinate communications and status updates during incidents, ensuring timely escalation, stakeholder alignment, and restoration targets.
  • Change Management & Governance (CAM / CAB / Committees)
  • Create, validate, and control change requirements in ServiceNow, ensuring quality of change records (scope, impact, risk, test evidence, implementation plan, backout plan, approvals).
  • Drive the end-to-end change lifecycle: intake, risk/impact analysis, scheduling, approvals, implementation tracking, post-change validation, and closure.
  • Prepare and present changes to CAM, CAB, and other change forums, ensuring compliance with governance and regulatory expectations.
  • Monitor change calendars/pipelines to prevent conflicts and reduce change-related incidents.
  • Problem Management & Continuous Improvement
  • Lead or coordinate problem investigations for recurring incidents; ensure strong root cause analysis (RCA) and corrective/preventive action plans (CAPA).
  • Track action items to closure and measure effectiveness (e.g., recurrence reduction, improved SLO attainment).
  • Monitoring, Metrics & Reporting (ServiceNow + Dynatrace)
  • Analyze and interpret data from ServiceNow (tickets, categories, backlog, SLA breaches) and Dynatrace (availability/performance indicators) to detect deviations, risks, and trends.
  • Produce weekly/monthly operational reports and dashboards: SLA compliance, incident trends, change success rate/failure modes, top recurring issues, operational risk indicators.
  • Propose mitigation plans and service improvements based on evidence and measurable outcomes.
  • Process, Documentation, and Automation Enablement
  • Define and maintain operational processes and standards for cloud service operations.
  • Identify opportunities for systems automation (auto-remediation, workflow automation, alert tuning) and partner with engineering teams to implement.
  • Stakeholder Management & Cross-Team Coordination
  • Act as the operational focal point between cloud teams, application owners, security/risk, and governance stakeholders.
  • Support decision-making by providing clear risk assessments, impact narratives, and recommended actions.
  • Negotiate priorities, timelines, maintenance windows, and resource needs across teams.
Santander Bank
Santander Bank

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