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 appears.

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 is required.
  
  

Experience:

• 1+ years 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 interpersonal 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.