We are seeking a noc specialist to join our americas operations team in south mexico city.
the noc specialist plays a key role in guaranteeing the reliability, efficiency, and security of our solutions.
this role goes beyond standard monitoring: you will be responsible for real-time event detection, in-depth analysis, and troubleshooting across a complex video streaming ecosystem.
we are looking for a proactive professional who can work autonomously, adapting technical expertise to ensure seamless service continuity and optimize operational processes, while actively collaborating with team members to achieve shared goals.
main missions
monitoring & analysis
* operate and maintain monitoring tools (elasticsearch, grafana, prometheus).
* detect anomalies and interpret complex technical signals beyond standard os/network alerts.
incident management & customer care representative
* perform first-level diagnosis and triage based on documented runbooks.
* classify events accurately and resolve or elevate to l2/l3 or internal smes.
* collaborate with other escalation levels on major incidents and root cause analysis.
* be the prime contact for customer incoming support calls.
* provide updates on investigation progress.
reporting
* deliver operational reports (weekly/monthly) and support kpi tracking.
continuous improvement
* provide feedback and contribute to the evolution of runbooks and workflows.
* write document incidents and maintain shift handover notes.
* maintain the customer database information up to date.
other missions may be given to you in line with the service’s priorities and your willingness to contribute.
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