IOC Specialist

The Infrastructure Operation Center Specialist is a position that provides an opportunity to work in a fast-paced collaborative environment where they must be monitoring our and customer infrastructure and resolve any incident that appear.

General Accountabilities

·        Analysis and verification of monitoring alerts to produce incident identification, classification and prioritization.

·        Create, improve and maintain monitoring alerts based on the correlation of different sources of data.

·        Operate and maintain Operative Systems like Windows Desktop, Windows Server and Linux.

·        Operate and maintain various IT Services like Active Directory, File Systems, Antivirus, Backups, etc.

·        Respond to security incidents and investigations working closely with customers and IT providers, following SLA requirements and ITSM Processes.

Job Qualifications

Education:

·        Bachelor's degree preferred.

·        ITSM foundation training required.

Experience:

·        1+ year of experience in a Customer Service monitoring operational environment.

·        Good technical understanding of network fundamentals and common internet protocols.

·        Proficient in Windows and Unix/Linux Operating Systems.

Professional Skills

·        Fluent English language skills required: verbal and written communication.

·        Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups. 

·        Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.

·        Experience working with multicultural teams and customers.

·        Self-motivated and disciplined.

·        Strong stakeholder relationship management skills.

·        Strong investigative and analysis skills.

·        Strong technical and process design and implementation skills.

·        Experience defining, creating and managing procedures.

·        Participate in a rotating 24/7 schedule responding to critical issues.