IOC Specialist

Puebla, Mexico
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


·        Bachelor's degree preferred.

·        ITSM foundation training required.


·        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.



Medical, Dental, Vision and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.


Vacation Days.

Save on commute

Paid office parking.

Discount Programs

Medical related discounts.

 Prime location

In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by.

 Sponsored Events

Team social events and Christmas Dinner.

 Sport Activity

Join your colleagues in various sport activities in the area.

 Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks at low cost.