INFRASTRUCTURE OPERATIONS COMMAND CENTER (GTH)Country: Mexico
What you will be doing:
As a, under supervision and with latitude for independent action and the exercise of independent judgement, responsible for acting as the central coordination hub for critical incidents and escalated events. As well as provide real-time monitoring for infrastructure, application, and service health.
Responsibilities
1. · Monitor Graphical Dashboards and System Metrics
2. · Coordinate various technical teams/groups as Network,
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4. · Liaise with vendors for production support issues.
5. · Follow communications protocols for system failures/outages and support on incident reports
6. · Escalate major hardware/software problems to senior IT teams
7. · Stay current with relevant advances in technologies
8. · Available to work after hours and weekends as needed
9. · Participate and lead bridge technical calls
10. · Proactive Health checks Pre/Post major change activities and managing of adjoining HyperCare
11. · Business and Executive communication crafting.
12. · Participate in root cause analysis sessions and ensure incident documentation for proper follow-ups.
13. · Leverage monitoring, alert correlation, and automation tolls to streamline incident triaging.
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Qualifications/Skills/Abilities
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16. · Understanding of key infrastructure components
17. · Production support experience at least year
18. · + years of experience working in Information Technology related to financial institutions preferable
19. · Desirable Knowledge Dynatrace, Solarwinds, Citrix, and Splunk.
20. · Ability to follow escalation protocols under pressure
21. · Advanced knowledge of ticketing systems like ServiceNow, Remedy, or Jira.
22. · Understanding of network terms like DNS, DHCP, Load Balancing, Switches, Traffic, Routing
23. · This position requires rotating shifts work
24. · Familiarity with ITIL Processes (Incident, Change, Problem, Capacity and Patch Management)
25. · Ability to work well with all levels of the organization
26. · Demonstrated ability to work in a geographically dispersed, open team-based environment
27. · Strong analytical and problem-solving skills
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