(CEN) MEXICO AMS (APPLICATION MAINTENANCE & SUPPORT) LEADER

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Date: Jun 20, 2024

Location: San Pedro Garza García, NLE, MX, 66215

Company: CEMEX

Job Description

The Mexico AMS Leader is primarily responsible for the operational and business continuity of key applications and capturing key business-technology requirements in Mexico operations of Cemex. The focus of this role is to modernize and evolve the technology to support the business and guarantee optimum user-to-customer experience.

Main Responsibilities

  • Guarantee the optimal operations of key applications in Mexico to support operational and business continuity. Escalate all business-critical impact to P&IT heads to ensure proper coordination and communication.
  • AMS Projects Management - Identify, prioritize, and manage local and global AMS initiatives based on business priorities and requirements. Ensure proper M2S processes are followed, and that post-project support is adequate.
  • AMS Feedback Collection - Meet regularly with Cemex business leaders in Mexico to capture key feedback and concerns. Meet with Regional P&IT Projects Team to coordinate support.
  • Provide AMS Support Quality Assurance - Meet regularly with AMS support leaders to discuss KPIs, SLAs, and other metrics to ensure high performance of support teams. Identify and eliminate AMS Support gaps centered on Backlog, Capacity, Problem, and Major Incident Management processes.
  • Global AMS Team deliverables - Coordinate closely with Global AMS to prioritize Regional Requests and Enhancements using the Global Demand Management Process. Coordinate issue resolution/escalation between P&IT Teams.i
  • Innovation – support the different P&IT Teams in the implementation of digital innovation solutions in Mexico.in

Position Challenges

  • Manages a mixed environment of legacy environment and the increasing demand for digitalization – with emphasis on ensuring operational/business continuity and transparent customer experience.
  • Ensures the smooth implementation of global technology standards and projects in a large enterprise environment. · Supports the complex and constantly evolving regional business requirements, by keeping track and working with many different teams and business lines.
  • Tracks down and makes decisions on changes from various teams that can potentially impact business operations in the region.
  • Ensures that communication gets delivered on all changes being implemented.

Qualifications

  • 5-10 years of enterprise support, development, and deployment, preferably in SAP environment and MS Dynamics.
  • 5-10 years of enterprise architecture, database management, and enterprise application. 
  • Knowledgeable and well-versed with state-of-the-art technologies (i.e., Cloud Computing, AI, IoT, Metaverse, Blockchain, Mobility, Private LTE/CBRS, drones, analytics, Power BI, databases, RPA, etc).
  • Experience in ITIL, ISO 20000, and Continuous Improvement methodologies.
  • College degree (in Computer Science, Programming, IT, Computer Engineering, Cybersecurity, Telecoms/Electrical/Industrial Engineering).
  • Well-versed with servers and operating systems, networking, servers, databases, virtualization, Citrix, VMWare, telecommunications, Office 365, Power BI, Robotics Process Automation, MS Dynamics, and process automations.
  • Bilingual (Spanish and English).

Internal/External Relations

INTERNAL

  • Functional/Regional Presidents or VPs - reports any application outages and provides feedback and updates on key business projects requiring IT services.
  • VPGMs/Regional Business Operators/Area VPs - reports any application outages and provides feedback and updates on key business projects requiring IT services.
  • Plant Managers - coordinates service performance on IT- related services and updates on key business projects requiring IT services.
  • P&IT Leaders - supports operational and business continuity related to applications, implementation of IT standards, and regional/local P&IT projects.
  • AMS Global Team
  • Regional Processes Team
  • GITS Regional Management Team
     

EXTERNAL

  • Outsourcing Application Support Leaders - coordinate and escalate application-related issues to resolve incidents in a timely manner.
  • IT Infrastructure Architect - provide business requirements and ensure the implementation of IT infrastructure modernization projects.
  • Project team leaders - IT applications & Infrastructure project deliverables.
  • IT Vendors (Neoris, HCL, IBM, etc.)

CEMEX Diversity and Inclusion Statement

At Cemex, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of Cemex employees. 

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