Job Description

Regional IT Operations Lead

TASKS AND RESPONSIBILITIES

• Oversee IT Service Operations processes including (Major-) Incident Management, Problem Management, and IT Service Request Management between CORE and Legacy Operations Organizations across the Americas.
• Serve as the primary regional point of contact for (Major-) Incident Management across the Americas time zone, ensuring timely and effective resolution of critical IT issues in alignment with global standards.
• Support Problem Management activities, including root cause analysis and implementation of preventive measures to minimize recurring issues.
• Drive Continuous Service Improvement initiatives to enhance efficiency and effectiveness of regional operational processes.
• Maintain documentation related to incidents, problems, and change management processes and outcomes, ServiceNow and SAP Solution Manager
• Collaborate with cross-functional teams across the Americas and globally to ensure seamless communication and coordination during operational incidents and changes.
• Stay current on SAP BTP and S/4HANA operational best practices, including SAP's embedded AI capabilities, and leverage AI-powered tools (e.g., ChatGPT, Claude, Copilot) to enhance delivery quality and efficiency.
• Manage external IT Operations suppliers and SAP within the Rise with SAP framework.

WHO YOU ARE

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• At least 10 years of experience in IT Operations, with a focus on (Major-) Incident Management, Problem Management, and Continuous Service Improvement, ideally in a regulated (GxP) environment and/or with SAP S/4HANA and SAP BTP.
• Familiarity with ITSM tools such as ServiceNow and SAP Solution Manager/CloudALM.
• Strong understanding of ITIL framework and best practices.
• Experience with DevOps and Agile methodologies is a plus.
• Comfortable using AI-powered tools (ChatGPT, Claude, Copilot, or similar) as part of your daily workflow.
• Excellent problem-solving, communication, and interpersonal skills; experience working across international or cross-cultural teams — particularly across the Americas — is highly desirable.
• Fluent in English (required). Portuguese is an additional advantage.

At Bayer we believe in diversity, equity and inclusion. We aim to create an environment in which everybody can feel authentic, respected and equally valued. Every day we strive to reflect our values through our unique capabilities, self-experiences, and aspirations. We intentionally seek diversity, to enable our people to bring their fullest potential out and encourage others to likewise do so. Our company wins when we leverage our capabilities to lead the cultural transformation in our business, positively impacting society.

Candidates who meet the requirements based on the job profile will be considered for employment regardless of physical disability, race, color, religion, sex, age, sexual orientation, gender identity and will not be at a disadvantage if unemployed.

Application Period: 05/18/2026 - 06/01/2025 Reference Code: 869352
Division: Enabling Functions Location: Costa Rica : Heredia : Heredia || Mexico : Ciudad de México : Ciudad de México
Functional Area: Information Technology Work Time: Full Time
Employment Type: Regular
Contact Us
Address

Heredia, Costa Rica

Ciudad de México, México