INFRASTRUCTURE OPERATIONS COMMAND CENTER (GTH)

Country: Mexico

What you will be doing:

As a Command Center Associate, 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

· Monitor Graphical Dashboards and System Metrics· Coordinate various technical teams/groups as Network, Applications, Middleware, Database, End User, and other Systems Administrators like L3 or L3 support teams.· Monitor systems alert to provide 24x7 support and high availability· Liaise with vendors for production support issues.· Follow communications protocols for system failures/outages and support on incident reports· Escalate major hardware/software problems to senior IT teams· Stay current with relevant advances in technologies· Available to work after hours and weekends as needed· Participate and lead bridge technical calls· Proactive Health checks Pre/Post major change activities and managing of adjoining HyperCare· Business and Executive communication crafting.· Participate in root cause analysis sessions and ensure incident documentation for proper follow-ups.· Leverage monitoring, alert correlation, and automation tolls to streamline incident triaging.

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Qualifications/Skills/Abilities

· 1 - 3 years of experience in IT operations, NOC, HelpDesk, or Infrastructure support.· Familiarity with Linux and Windows environments.· Understanding of key infrastructure components· Production support experience at least 1 year· 3+ years of experience working in Information Technology related to financial institutions preferable· Desirable Knowledge Dynatrace, Solarwinds, Citrix, and Splunk.· Ability to follow escalation protocols under pressure· Advanced knowledge of ticketing systems like ServiceNow, Remedy, or Jira.· Understanding of network terms like DNS, DHCP, Load Balancing, Switches, Traffic, Routing· This position requires rotating shifts work· Familiarity with ITIL Processes (Incident, Change, Problem, Capacity and Patch Management)· Ability to work well with all levels of the organization· Demonstrated ability to work in a geographically dispersed, open team-based environment· Strong analytical and problem-solving skills· Great communication skills and at least fluent in English or Spanish, bilingual is a must