Mobile Sustaining Manager – Guadalajara IRC290952

Description

The Sustaining Engineering Manager leads a team responsible for maintaining and improving our industry-leading mobile shared device and mobile access solutions. This role manages a team of sustaining engineers who support mobile applications, endpoint software, and cloud-based services. Working closely with Mobile Engineering and Support, the manager owns engineering triage for escalations, drives timely resolution of customer-impacting issues, and ensures sustained product reliability and security.

Our teams build enterprise-grade software using iOS (Swift), Android (Kotlin), C++ components, and Java-based services running on AWS.

Requirements

Qualifications
• 5–7+ years in software engineering, sustaining engineering, production support, or equivalent advanced technical support experience.
• 3–5+ years leading software engineers (people management), ideally in sustaining/operations/production support environments.
• Demonstrated ability to lead in a dynamic environment with strong troubleshooting, prioritization, and stakeholder management skills.
• Strong written and verbal communication skills; able to communicate effectively with customers, Support, Product, and Engineering.
• Hands-on familiarity with one or more: Java, Swift, Kotlin, C++; comfortable reviewing code and guiding debugging.
• Experience with Windows internals (Visual C++ / Win32 APIs) is a plus.
• Experience across Windows, macOS, and Linux is a plus.
• Understanding of SDLC, release management, and incident/problem management practices.

Job responsibilities

Duties and Responsibilities
• Lead and coach a Scrum/Kanban sustaining team of 4–6 engineers, including workload planning, execution, and performance development.
• Own the engineering escalation and triage process for Mobile products, partnering with Support and Mobile Engineering to ensure timely resolution and clear customer communication.
• Drive investigation and resolution of customer issues across security, authentication, mobile access, and clinical workflow scenarios.
• Coordinate delivery of defect fixes, hotfixes, patch releases, and security remediation (including vulnerability intake, prioritization, and verification).
• Partner with Mobile Engineering leadership and technical leads to prioritize sustaining backlog, reduce repeat incidents, and improve product quality and reliability.
• Ensure compliance with SLA/SLO commitments, including ticket follow-through, escalation hygiene, and measurable outcomes (time to triage, time to resolution, defect recurrence rate).
• Lead RCA/post-incident reviews and ensure corrective/preventative actions are tracked to completion.
• Own or participate in an on-call/escalation rotation, and ensure the team has runbooks and troubleshooting playbooks.
• Establish/maintain operational metrics (escalation volume, aging, MTTR, reopen rate, top defect drivers).

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.