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Careers at Bacardi

IT Operations Analyst

Job Name

IT Operations Analyst




Tultitlan, Mexico


Information Technology

Reporting Line:

IT Associate Manager NC&EUC LAC

Job type:

Full time

Lead recruiter:

Jessica Lopez

About the role

Your Opportunity

As IT Operations Analyst you are part of the Application and Infrastructure Support structure. You monitor, support, and deliver technology infrastructure and network, ensuring network and voice services reliability and stability, with no business disruption. You ensure best and adequate support to all employees in your organization (would it be headquarters, plants, salesforces, distribution centers) on IT operations – network, collaboration tools, end-users computing. In some cases, support is run internally, in some via external partners. You are doing Level 2/3 support.

You also support small IT projects (hardware or software replacement, new infrastructure,..) reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any,..) and personal leadership when required. You are in first line to organize end-user’s education on any new technology and training on new tools to leverage powerful solutions to their maximum. In some instances, you own small local project yourself.

At this position, you will typically report to an IT Operations Senior Analyst or to an IT Operations Team leader.


With our Consumer at the heart, your key focus will be

Impeccable management of Site(s) Infrastructure, Operations and Helpdesk
  • Guarantee the network connectivity to all employees working in your site/plant/..
  • Capture and dispatch incidents (L1/2/3) related to infrastructure & application issues (depends on support model existing in your sites)
  • Manage local/outsourced teams to deliver the agreed SLA to the business
  • Support local legacy application if any left that has not been replaced yet
  • Maintain the local server room infrastructure (whenever in your scope)
  • Support any small local project in manufacturing impacting network (example-scanning devices)
  • Be the local expert of IT controls (security, data privacy) 
  • Be the local contact for the global IT teams to manage global projects (example: voice over IP, SysAid.)
  • Support any local Business meetings, VIP support when required
  • Input into Operations budget if required
Vendor management
  • Monitor the day to day service level from our external partners/vendors
  • Conduct regular meeting with vendor to review performance & SLA
  • Coordinate Disaster Recovery Drill together with vendor and 3rd parties for your site(s)
Communication with Internal and External Parties
  • Level of Communication: Convey information
  • Innovation: Identify, develop, and make improvements to new ideas, techniques, procedures, services, or products, make minor changes.

Skills and Experience

The Skills & Experience needed to create your legacy
  • Understanding of ITIL methodology
  • Understanding of hardware, software systems, SAP and network technologies
  • Understanding of IT governance and operations, IT controls (privacy, security)
  • Ability to communicate to end-users, ability to explain technology
  • Business Knowledge - Understand the business and business processes
  • Understand the impact of technology on the business processes/results (example – impact of one-minute server outage on the production of bottles)
  • Experience in running Helpdesk/support to end-users, incident management, data center management
  • Experience in project management and team management
  • Deep problem solving, root cause analysis capabilities
  • Experience in crisis management
  • Proficiency in English language skills
The following experiences are recommended:
  • Fluent in another language than English
  • Experience/exposure to different markets dynamics/specificities/cultures

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.

Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.