Global Incident Manager Jobs in Puerto Rico (NOW HIRING)

Job Description:

Job Family Definition:

Designs, develops, troubleshoots and debugs software programs for software enhancements and new products. Develops software including operating systems, compilers, routers, networks, utilities, databases and Internet-related tools. Determines hardware compatibility and/or influences hardware design.

Management Level Definition:

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.
Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region; Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.

We are seeking a Software Engineering Manager to lead a multidisciplinary team building secure, scalable enterprise products powered by Generative AI and large language models. The team includes principal and senior engineers across AI platforms, model customization, React-based generative user experiences, AWS cloud and networking, and quality engineering. This role combines people leadership, delivery ownership, technical judgment, and organizational influence. The successful candidate will develop engineers, establish an inclusive and high-accountability culture, align execution with product strategy, and guide rapid experimentation through production-scale delivery

Responsibilities:

• People and organizational leadership: Build, coach, retain, and grow an inclusive, accountable multidisciplinary engineering team with clear ownership and succession planning.

• Requirements and delivery management: Translate customer and product needs into clear outcomes, roadmaps, staffing plans, milestones, dependencies, acceptance criteria, and incremental releases.

• Agile execution and adaptability: Enable rapid feedback, disciplined prioritization, risk management, transparent reporting, and effective re-planning as requirements and priorities evolve.

• Innovation and productization: Support fast experimentation and proofs of concept, then transition validated ideas into secure, maintainable, production-ready products.

• Technical direction and engineering standards: Partner with senior technical leaders to guide architecture and establish expectations for quality, security, accessibility, responsible AI, testing, observability, CI/CD, documentation, and technical debt.

• Quality, security, and operational excellence: Ensure strong AI and software validation, governance, privacy, service reliability, incident management, resilience, capacity planning, and continuous improvement.

• Stakeholder and distributed-team alignment: Coordinate product, engineering, security, business, onshore, and offshore leaders through clear decisions, handoffs, communication rhythms, shared metrics, and end-to-end accountability.

• Business and cross-team impact: Align engineering investment and costs with customer value, drive reusable platform capabilities, manage dependencies, and influence broader engineering strategy.

Education and Experience Required:

• Advanced degree in Computer Science, Machine Learning, Artificial Intelligence, or a related discipline

• 15+ years of relevant industry experience , 5+ years' people management

Knowledge and Skills:

• Multidisciplinary engineering leadership: Experience managing and scaling teams across AI, frontend, cloud, networking, and quality engineering.

• Distributed leadership and credentials: Experience leading geographically distributed teams and partnering across organizations, supported by relevant agile, cloud, security, AI/ML, or leadership training or certification.

• GenAI & Frontend: experience in building products with LLMs, RAG, agents & React JS

• Cloud & Networking: sound understanding of AWS AI services, Kubernetes, infrastructure automation, observability, distributed systems Architecture, advanced networking protocols EVPN, VXLAN, BGP, IP Clos fabrics, Netconf, Restconf, gRPC, SNMP, LLDP, observability, CI/CD, infrastructure automation

• Quality Engineering: experience managing the product quality aspects including Test automation, AI evaluation, performance, scale, network validation, release readiness

• Product Delivery: Requirements clarity, roadmaps, prioritization, dependencies, risk management, POC-to-production

• Stakeholder Leadership: Executive, product, engineering, offshore, cross-functional collaboration

• Responsible AI and quality: Knowledge of LLM and RAG evaluation, adversarial testing, prompt-injection risks, responsible AI, and production monitoring

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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