The IT Operations NOC level 1 is primarily dedicated to actively identifying and escalate potential incidents and irregularities within the operational environment. This includes conducting in-depth analysis of detected incidents to determine their nature, potential impact, and required course of action. Moreover, it involves effectively managing and responding to incidents by implementing appropriate resolution measures, ensuring proper documentation, and communication. Compliance with established standards and protocols, coupled with the provision of comprehensive incident reports for further review and preventive action, is a critical aspect of the role. Furthermore, contributing to the ongoing enhancement of incident detection and analysis processes to improve the organization's capacity to identify and address potential risks, as well as fostering collaboration and coordination with relevant stakeholders, are essential components of this role.

Accountabilities and responsibilities

• Incident Detection, Identification and Escalation: Employing keen observation and operational knowledge to detect and identify potential incidents, anomalies, and irregularities within the operational environment, utilizing available monitoring and detection tools effectively and ultimately escalate to the corresponding solution team.
• Comprehensive Incident Analysis: Carrying out thorough analysis and assessment of detected incidents to determine their nature, scope, and potential impact, enabling accurate decision-making and swift incident response.
• Adherence to Standards and Protocols: Compliance with established operational standards, protocols, and best practices, and proactive participation in the development and enhancement of incident management procedures and guidelines of HBX Group.
• Incident Reporting and Communication: Collaborating with the Major Incident Management team to provide timely and accurate incident reports, contributing to a transparent incident communication process that facilitates informed decision-making and preventive action.
• Continuous Improvement and Learning: Actively contributing to the ongoing enhancement of incident detection and analysis processes to improve the organization's operational resilience and engaging in professional development and learning activities to stay abreast of evolving incident management techniques and technologies.

Responding to the NOC lead with autonomy and independence in executing incident detection, analysis, and management tasks. Technician Level 1 in the NOC hierarchy operate without a reporting structure below them, enabling them to make critical decisions within their designated scope, aligning with the strategic directives and objectives set forth by the NOC lead.

Position requirements

• Interpersonal skills with high quality written and verbal communication
• Strong analytical and conceptual skills
• Fluent in English and Spanish
• Knowledge of monitoring technologies such as Grafana, PagerDuty, Opensearch, Nagios.
• Knowledge of Automation (Python and Rundeck)
• Familiarity with Git and CI/CD pipelines, preferably with experience using CloudBees
• Permanent position (no freelance or other contingent model)

Experience

• Previous experience in IT Operations or similar technology functions
• Technology background

Qualifications

• Bachelor's degree in Computer Science, or a related field. A master's degree is a plus.
• Container orchestration certifications are desirable (Certified Kubernetes Administrator, etc.)
• Automation related certifications are highly desirable
• Cloud administration and architecture certifications are desirable (AWS Certified Solutions Architect, etc.)
• IT Operation framework and Agile ways of working certifications are desirable

Key challenges

• Coordinate critical incidents.
• Good communication between shifts with other NOC members
• Overcome resistance and drive adoption of new technologies and processes
• Ensure provided solutions meet security and compliance requirements
• Effectively communicate technical concepts to diverse stakeholders
• Stay updated with the latest trends in Compute and cloud related technologies
• Build a stable team reducing team attrition, while retaining and attracting key technology talent

Successfully navigating these challenges requires technical expertise, leadership, effective communication, collaboration, and a proactive mindset for continuous improvement