Product Service Manager/Engineer
GSB Software and Solutions
Reporting to the Head of Customer Success within the GSB Software and Solutions organization, the role offers a balanced combination of product and service management and high-impact customer leadership. Approximately half of the role focuses on shaping and executing service delivery across the product life cycle, from new product introduction through maintenance, evolution, and discontinuation, while building strong relationships with stakeholders across multiple organizations.
The other half provides the opportunity to lead the response to priority customer situations, bringing together the right expertise and partnering closely with R&D and cross-functional teams to achieve timely, effective resolutions. This visible and collaborative aspect of the role enables the successful candidate to make a direct customer impact while turning operational insights into improvements in services, products, and the overall customer experience.
What will you do?
- Utilizes growing technical knowledge to address application issues involving high risk or complexity.
- Tackles single and cross technology/application incidents independently and collaborates with the team, delivery centers, and other organizational units to effectively resolve complex cases, documenting known errors and workarounds.
- Identifies, manages, and leads escalations and alert management, in accordance with established procedures and policies.
- Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.
- Assesses, enacts, and validates complex and high-risk changes/solutions to fulfill customer requirements; participates in a Change Advisory Board.
- Supervises the processes of configuration management, addresses issues, and establishes methodologies for enhancing operational efficiencies.
- Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.
- Applies organizational solutions to fulfill complex customer needs, including innovative service delivery models for new services.
- Enhances the effectiveness and efficiency of capacity management processes and operational practices, evaluating the potential impact of proposed changes on capacity design and planning.
- Leads activities related to damage assessment, coordinates with other recovery teams, makes decisions regarding recovery steps, maintains comprehensive records, and furnishes reports on recovery status.
- Applies developed subject matter knowledge to solve difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
What are we looking for?
- Four-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 3–5 years of work experience, preferably in change management, incident management, or a related field or an advanced degree with 3–5 years of work experience.
Knowledge & skills:
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- Agile methodology
- Voice of the customer
- Application Programming Interface (API)
- Automation
- Computer science
- Debugging
- IBM DB2
- Java (programming language)
- Linux
- Operating systems
- Project management
- Project resources
- Python (programming language)
- Resource management
- SAS (software)
- Scripting
- Software development
- Software engineering
- SQL (programming language)
- Stakeholder management
Cross-org skills:
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- Effective communication
- Results orientation
- Learning agility
- Digital fluency
- Customer centricity
Position Details
Location: León
Working hours: Monday to Friday, 9:00 AM to 6:00 PM
Application: Apply by sending your CV to HHRR
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