- Lead and manage day-to-day operations, ensuring efficient support delivery for Looker products, including managing ticket volume, escalations, and backlog reduction.- Oversee and monitor key performance metrics such as CES (Customer Effort Score), TRT (Ticket Resolution Time), IRT (Initial Response Time), and Escalation Rate, ensuring targets are consistently met.- Directly manage and coordinate multiple teams, including QA, Escalation Management, Queue Management, and Team Managers, ensuring seamless collaboration and performance across functions.- Drive the development and execution of strategies to optimize processes, streamline workflows, and improve customer satisfaction across support teams.- Collaborate with cross-functional teams, including technical support engineers (TSEs), field engineers (FELs), and managers, to ensure timely case handling and resolution of customer issues.- Present weekly business review reports to senior leadership, providing insights on performance, operational challenges, and strategies for improvement.- Manage escalations and high-priority cases, ensuring that issues are addressed promptly and effectively, while maintaining alignment with Google's operational guidelines.- Coordinate with global teams to share best practices and ensure consistent service delivery across regions.- Foster a culture of continuous improvement by encouraging team development, providing training opportunities, and tracking team performance against operational goals.

- Responsible for products related to Databases, Developer Tools, Storage, and Serverless Computing within Google Cloud Platform (GCP).- Collaborate with development and operations teams to troubleshoot and resolve cloud-related issues. - Develop and implement GCP cloud strategies in line with business objectives.- Accountable for key performance metrics, including Service Level Agreements (SLA), Total Resolution Time (TRT), and Customer Effort Score (CES).- Maintain close communication and collaboration with Google specialists to reach effective solutions.- Lead and coordinate the team to meet established goals.- Develop and implement data-driven strategies to achieve objectives, leveraging methodologies such as Scrum Master, ITIL, and Project Management (PM).

- Participating in outcome analysis to implement new strategies that help the team deliver better results to the client.- Participating in the improvement and creation of processes to meet the KPIs established by the client.- Creating dashboards and other visualization elements for continuous service monitoring and decision-making.- Maintaining constant communication with the client for the follow-up on general issues, escalations, requests, and more.- Maintaining continuous communication with teams in Europe, Asia, and North America to ensure service continuity.- Possessing technical knowledge in Google Cloud to provide immediate attention to clients based on priority and urgency.- Project management using various methodologies such as ITIL, Scrum, Agile, based on client requirements.

- Attention, follow-up and conclusion of the external and internal audits. - Supplier Management, including printing, computing, internet, software, and mobile services, for a user base of 2000.- General IT Management, addressing incidents, requirements, and problems based on ITIL methodology.Implementation and enforcement of Scrum principles and practices, facilitation of continuous improvement, and identification of project impediments with various providers to meet business needs.- Management of data storage, extraction, handling, and archiving.- Asset Management that enables real-time decision making and maintains updated information.- Preparation of technical documents.- Contract Management in accordance with government-sanctioned processes.- Responsibility for responding to transparency requests from the National Institute for Transparency, Access to Information, and Protection of Personal Data (INAI).- Budget Management, annual budget based on future IT projects.

- Establish control mechanisms for the administration of the subsidiaries' assets (Afore Banamex, Seguros Banamex, etc.). - Create documentation on continuous improvement, based on the ITIL methodology focused on the AssetManagement process. - Coordination and implementation of global initiatives for the LATAM region and Mexico for the optimization of asset management methods and techniques. - Audit Management (internal and external audits). - Supplier Management (SLA, Contracts)- Process management (KPI's)

- Implementation of agile methodologies such as SCRUM, KANBAN, ITIL. - Implementation of ERP's (CA Service Desk, Altiris). - Project management such as OS migration, VPN implementation and configuration.