Network Operations, Level 1 Network & Security

Energy at the service of Mexico.

For more than 25 years, at ENGIE Mexico we have been committed to bringing energy and promoting economic development through an accessible, diverse and competitive energy offer that drives Mexico's economic dynamics.

At ENGIE Mexico we are facing environmental challenges by transforming our business model to direct it towards a comprehensive energy company with low or zero CO2 emissions in three key sectors: Natural Gas, electricity production and energy and associated services.

ENGIE Mexico employs more than 1,000 people directly. The Company has been recognized for 12 consecutive years with the distinction of Socially Responsible Company, awarded by the Mexican Center for Philanthropy (CEMEFI).

ENGIE Mexico:

• 1st Private Buyer of Natural Gas in Mexico

• 2nd Distributor of Natural Gas in Mexico

• 8 natural gas distribution zones

• +520,000 clients in Natural Gas Distribution in the residential segment

• 3 Natural Gas Transportation Companies with 1,300 KM of gas pipelines

• 3 Electric Generation Plants with 395 MW of generation, (includes 1 wind farm with 50 MW of renewable energy in successful operation)

• 6 renewable energy projects under construction (+900 MW)

Context :

Within the Network & Cybersecurity Services (NCS) division of GBS IT, the Network And Connectivity (NAC) department is composed of the SDM Team, the Expertise Team and the Network Operation Center (NOC) team.

The NOC serves as the operational hub for our Network and Security infrastructures. Our mission is to ensure performance and security across all network and security infrastructures, whether they are in data centers, the cloud, or remote sites (examples: ‘Highway to Cloud' interconnection infrastructures in AWS/Azure, Cloud Proxy and VPN services with ‘Zscaler,' Software-Defined WAN, LAN, and Wi-Fi services, etc.).

The NOC, consisting of over 40 professionals, is structured into two distinct yet complementary teams:

·        NOC Back Office: This team of technical experts focuses on the day-to-day operation of services.

·        NOC Front Office: This team provides crucial support to the Back Office, focusing on industrialization, process management, and operational oversight of infrastructure and managed services

Within NOC Back office team, the Level 1 is between the transverse supervision/monitoring team (called GCC1) and NOC Level 2 and Level 3 engineers. The Level 1 technicians are in charge of the first actions of incidents resolution and of basic changes implementation. They are reporting to the NOC coordinators.

The NOC Level 1 will be hosted within GBS IT in Mexico. Its missions will primarily be ‘global' for the ENGIE group, but employees will also be involved in supporting ‘local' operations at GBS IT Mexico.

Profile :

Network Technician with a at least a first professional experience in network operations, familiar with monitoring tools and ticketing systems (ITSM).

Main tasks and activities :

·        Improve quality of information required in incident tickets : needed information, check priority level (impact and urgency), check the impacted service/customer and work with the monitoring team to improve quality of the data in incident tickets

·        Link multiple incident together when a common root cause can be identified

·        Perform the first technical analysis of devices' status

·        Permanently check the monitoring tool to ensure that every critical alarm is linked to an active incident ticket

·        Handle major & minor alerts (critical alerts should already be handled by monitoring team)

·        Create new incident ticket when necessary (detection or customer's direct request)

·        Escalate towards Level 2 or Level 3 of the NOC when necessary

·        Manage “maintenance status” is our monitoring tool during changes' implementation

·        Work with the network tooling team to improve monitoring quality

·        Implement basic and simple changes based on a Standard Operation Procedure (SOP)

·        Ensure day to day communication between NOC team and “Local” IT teams of ENGIE entities

Techical Skills and Softskills:

• Basic knowledge of networks' fundamentals (IP addressing, routing, difference between network devices)
• Monitoring tool usage (Spectrum, Cacti, Syslog…)
• Cisco LAN, Wifi, basic operations
• Fortinet, basic operations
• Ticketing Systems (Service Now…)
• DNS, DHCP basic operations
• ITIL standards
• Able to speak and understand English language
• Reactive and involved
• Work in a team
• Able to report and inform the management
• Involved in personal development, motivated to learn and progress
• Communication
• Advanced English level

Education: Engineering or Bachelor's Degree in Information Technology or similar (intern or graduate)

Experience: 1 year or more performing similar functions

At ENGIE we want you to feel free to be who you are. We are committed to equal opportunities and value the diversity of each person. When we choose our talent, we focus on skills and career path. We do not discriminate based on race, disability, religion, gender, sexual orientation, ethnicity, creed, age or marital status.

Postularme:

https://www.occ.com.mx/empleo/oferta/19698244