Key Responsibilities

Drive Platform Operational Excellence

Ensure end-to-end service delivery for Americas data-driven experience platforms. Oversee the operational impact of seasonal releases and general core updates, assuring regional business continuity and synchronization stability across the Online + Offline (O+O) landscape.

Service Transition

Facilitate and monitor the project lifecycle of moving new features from "Build" to "Run", ensuring enhancements, tech debt, and defect fixes transition smoothly with minimal business disruption.

End-to-End Service Delivery Management
- Oversee the entire lifecycle of data lakehouse platforms, from deployment to ongoing operations, ensuring adherence to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Coordinate Databricks (DBR) job version upgrades, data pipeline monitoring, and platform performance stabilization across Production and Pre-Production environments.
- Oversee loyalty program operational health (points accrual/redemption, tier enrollment, coupon issuance) across B2B and B2C models.




- Monitor and optimize support workflows within ServiceNow to ensure supporting staff are highly responsive and effective.
- Monitor, analyze, and report on key performance indicators (KPIs) for digital services, identifying trends and areas for improvement.
- Track and drive closure of incidents, demands, and request backlogs, ensuring proper INC-to-Demand conversion governance.
- Proactively identify and address potential service delivery issues before they impact business operations.

Incident Management

Act as coordinating leader for the resolution of business-critical service disruptions in dynamic, highly complex technical environments, serving as a decisive bridge between tech teams and business units and ensuring timely, effective communication to both technical and non-technical audiences. Foster operational resiliency frameworks to ensure platform availability during peak busine

📌 IT SDM Online Coordinator (Ciudad de México)
🏢 LaPieza
📍 Ciudad de México