Manager, Enterprise Support

Manager, AMS Support (Mexico City COE)We have an opportunity for a Manager, AMS Support (Mexico City COE) to join our enterprise support team, reporting to the Senior Director Enterprise Support, Americas.In this pivotal role, you will launch and lead a new Center of Excellence in Mexico City, building a high-performing team from the ground up and aligning the site with our global follow-the-sun support model.The initial focus is serving customers in the AMS time zones, with scope to scale as the site matures.Be a Contributor — What You'll DoSite launch and operationsDrive end-to-end site setup: recruiting plan, hiring loops, onboarding, tool access, IT / security readiness, and local operating procedures that align with global standards.Stand up day-one operations for AMS coverage; manage queue health, SLAs, update cadence, and case quality; ensure robust cross-shift handoffs with EMEA / APJ.Partner with Workforce Management on shift models (e.G., AMS, staffing ramps, and on-call / standby rotations aligned to demand and SLA targets)Establish site governance: stand-ups, incident bridges, case reviews, post-incident reviews, and KCS practices; maintain audit-ready documentation.People leadershipHire, coach, and develop Support Engineers (Tiers 1–3); run 1: 1s, performance reviews, and growth plans; build culture, engagement, and retention.Incident leadership and customer outcomesOrchestrate Severity-1 / 2 response and communications; ensure frequent customer updates and effective regional handoffs; lead RCAs and corrective actions.Cross-functional partnershipsCoordinate with HR, Talent Acquisition, Facilities, IT, Security, Finance, and Legal to ensure compliant, secure, and cost-effective operations; manage local vendors asneeded.Continuous improvementTrack KPIs (CSAT / NPS, first-contact resolution, SLA attainment, reopen rates); drive improvements in time-to-restore and case quality; mature processes over time.Be Prepared — What You Bring7+ years in enterprise technical support or adjacent roles, including 2+ years managing frontline support teams.Proven experience launching or scaling a new site / COE or greenfield operations with measurable outcomes.Bilingual Spanish / English; strong knowledge of Mexico City talent market and pragmatic hiring practices.Solid expertise in DDI (DNS, DHCP, IPAM) and core networking; able to guide troubleshooting and mentor engineers.Demonstrated leadership in high-severity customer incidents across time zones and teams; strong stakeholder management.Proficiency with case management (e.G., Salesforce), queue / aging controls, and operational dashboards.Experience with Infoblox solutions (NIOS, BloxOne DDI) or comparable DDI platforms.Certifications: CCNA, ITIL, or equivalent.Workforce planning experience for AMS shift coverage and on-call rotations.Be Successful — Your PathFirst 90 Days30 days: Site plan, hiring plan, tool access plan, and COE operating blueprint approved; begin first hires.60 days: First cohort onboarded; AMS day-one runbooks live; initial shifts active; first incident drills and quality reviews completed.90 days: SLA-compliant operations with stable handoffs; hiring ramp on track; CSAT baseline established; improvement backlog prioritized.Six MonthsSite readiness milestones achieved on schedule (facilities / IT / security sign-offs; tooling access).Hiring funnel performance (time-to-hire, acceptance rate, diversity goals); new-hire time-to-productivity.One YearSLA attainment, CSAT / NPS, and reduced time-to-restore for Sev 1 / 2 once live.Reliable cross-region handoffs and adherence to global standards and processes.Belong — Your CommunityOur culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward.In a community where every voice counts, continuous learning is the norm.So, whether you code, create, sell, or care for customers, you'll grow and belong here.Be Rewarded — Benefits That Help You Grow, Thrive, BelongComprehensive health coverage, generous PTO, and flexible work options.Learning opportunities, career-mobility programs, and leadership workshops.Sixteen paid volunteer hours each year, global employee resource groups, and a "No Jerks" policy that keeps collaboration healthy.Modern offices with EV charging, healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations.Charitable Giving Program supported by Company Match.Ready to Be the Difference?Infoblox is an affirmative action and equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.#J-*****-Ljbffr