Manager – Systems Reliability Engineering

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Introduction

As a Manager, Systems Reliability Engineering - BCOM, you will lead the team responsible for service reliability and the operating model supporting the BCOM B2B commerce platform and related selling systems across LATAM and India. You will hire, coach, and develop a distributed operations team while partnering with SAP OTC, AEM, middleware, e-commerce product teams, and regional business leaders to ensure platform availability, order-flow integrity, and operational excellence. Reporting to the Director, IT Enterprise Application Operations, you will own the BCOM operations capability end to end, including its people, its operating model, and its maturity across governance, observability, automation, AI-enabled operations, and continuous improvement.

About the Job

• Build, lead, and develop the global BCOM operations team across LATAM and India, including hiring, onboarding, coaching, performance management, and succession planning for a follow-the-sun support model.
• Own the BCOM operating model, service-level objectives, performance metrics, and operational governance for BCOM, Marketplace and Dropship solutions, YourXX, CX360, and related commerce integrations supporting order capture and revenue generation.
• Serve as the senior escalation point and accountable owner for major incident response, executive communications, root cause analysis, and corrective action planning for critical commerce and order-flow disruptions.
• Lead service transition and knowledge transfer from incumbent support partners into the team, including support acceptance criteria, dependency mapping, operational risk management, and seasonal launch preparedness.
• Set the roadmap for AI-enabled operations, automation, and resilience, managing vendor and partner relationships along with team capacity and prioritization to deliver continuous service improvement.

About You

• 8+ years of experience in IT production support, application operations, platform engineering, or Site Reliability Engineering, including 3+ years directly managing engineers or operations teams.
• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
• Experience supporting B2B or B2C commerce platforms, order management systems, commerce integrations, or revenue-facing enterprise applications.
• Demonstrated success building and leading distributed or follow-the-sun teams, including hiring and developing talent and managing third-party or outsourced support partners.
• Advanced knowledge of ITSM, incident, problem, and change management, combined with experience applying AI-assisted operations, automation, governance, and operational excellence practices at an organizational level.

LOCATION

Mexico, D.F., Mexico

FULL TIME/PART TIME

Full time

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