Job Summary: This role ensures the availability and stability of the technology infrastructure through proactive monitoring, initial fault diagnosis, and escalation, guaranteeing SLA compliance. Key Highlights: 1. 24/7 infrastructure monitoring for network and telecommunications 2. Initial diagnosis and escalation of network incidents 3. Incident management under ITIL and advanced monitoring tools DESCRIPTION Ensure the availability, stability, and continuity of customers' technology infrastructure by proactively monitoring the network, promptly identifying incidents, performing initial fault diagnosis, and escalating according to established procedures, thereby ensuring compliance with Service Level Agreements (SLAs). Perform continuous 7x24 network infrastructure monitoring. Monitor the status of: * Switches * Routers * Access Points (AP) * Firewalls * WAN/LAN links * Communication trunks * Network and telecommunications equipment Detect, validate, and manage alarms generated by monitoring tools. Perform initial diagnostics (troubleshooting) to identify the root cause of network incidents. Escalate incidents timely to specialized teams when required. Log, update, and track incidents in the ITSM tool. Conduct post-resolution validations to ensure service restoration. Execute documented operational procedures and support maintenance windows when required. Generate reports on availability, incidents, and relevant events. Maintain constant communication with internal and external customers regarding incident status. Comply with operational procedures, security policies, and Service Level Agreements (SLAs). REQUIREMENTS * Technical, technological, or professional degree in Systems Engineering, Telecommunications, Electronics, Networking, or related fields. * Minimum 6 months of experience in Network Operations Centers (NOC), Service Desks, or infrastructure support areas. * Experience in monitoring network and telecommunications infrastructure. * Network protocols (TCP/IP, VLAN, STP, OSPF, BGP, DHCP, DNS). * Switching and routing concepts. * LAN, WAN, and WLAN networks. * Network infrastructure troubleshooting. * Monitoring of availability, utilization, and performance. * Proficiency with monitoring tools, preferably: * PRTG * Zabbix * LogicMonitor * Cisco Catalyst Center * Cisco Meraki Dashboard * SolarWinds * ThousandEyes * Incident management under ITIL * Proficiency with ticketing management tools. * Analytical ability for incident diagnosis. * Interpretation of monitoring alarms and events. * Technical documentation skills. * Prioritization of incidents based on impact and urgency. * Tracking and control of cases until closure.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
