Regional Team Lead Network Specialist

hace 3 semanas

Ciudad de México, Ciudad de México ENGIE A tiempo completo

About ENGIE

ENGIE is a global energy player, committed to the energy transition and expert in three core businesses: electricity, natural gas, and energy services. With a turnover of around €70 billion in 2015, ENGIE employs 155,000 people in over 70 countries.

Global Business Support

Global Business Support (GBS) is a support function within ENGIE, responsible for finance, procurement, consulting, real estate, human resources, IT, and legal. As a trusted partner of the Group's operating entities, GBS aims to be the reference operator for ENGIE's support functions.

Purpose of the Position

We are seeking an experienced and proactive Regional Team Lead to manage our team of experts and First Level Escalation Engineers. This position plays a crucial role in ensuring seamless IT support across various time zones as part of our follow-the-sun model.

Key Responsibilities

  • Team Management: Lead and mentor a team of Experts and First Level Escalation Engineers, ensuring high performance and professional development.
  • Incident Management: Supervise the resolution of incident tickets and requests related to network infrastructure, identity and access management, and collaboration tools.
  • Collaboration: Foster a collaborative environment within the team, with other Local & regional teams, as well as with global teams (NOC, Identity & Access Operations).
  • Reporting: Prepare and deliver regular reports on team performance, incident resolution times, and other key metrics to internal and external stakeholders.
  • Stakeholder Communication: Serve as the primary point of contact for stakeholders, addressing concerns and ensuring satisfaction with IT support services.
  • Process Improvement: Identify and implement improvements to support processes, encouraging a culture of continuous improvement and innovation within the team.
  • Resource Allocation: Manage team resources effectively to ensure coverage and balance workloads, coordinating with other regional leads to optimize support across all time zones.
  • Agile Methodology: Lead the team in utilizing a basic Kanban agile method to manage and prioritize workload, facilitating regular agile meetings and contributing to the agile process.

Requirements

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Experience: Proven experience in an IT support role with at least 3 years in a leadership or supervisory position, preferably in a global or multinational organization.
  • Certifications: Certification in relevant technologies (e.g., Cisco, Fortinet, OKTA, Active Directory, CyberArk, Saviynt) is a plus.
  • Language: Advanced English.

Technical Skills

  • CISCO Viptela / Meraki,
  • Fortinet,
  • Spectrum, Cacti,
  • OKTA: Knowledge and experience in managing and troubleshooting OKTA identity management solutions.
  • Active Directory: Proficiency in Active Directory administration and troubleshooting.
  • CyberArk: Familiarity with CyberArk solutions, including password vaults and privileged access management.
  • Saviynt: Understanding of Saviynt identity governance and administration.

Soft Skills

  • Leadership: Strong leadership skills with the ability to inspire and motivate a diverse team.
  • Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to various stakeholders.
  • Problem-Solving: High analytical and problem-solving abilities, with the capability to think critically and troubleshoot issues effectively under pressure.
  • Customer Focus: Strong customer service orientation, with a commitment to understanding and meeting the needs of internal clients.
  • Time Management: Efficient time management and multitasking skills, with the ability to prioritize tasks and manage workload effectively in a fast-paced environment.
  • Adaptability: Flexible and able to adapt to changing circumstances and requirements, with a willingness to learn and stay updated with new technologies and processes.
  • Reporting: Proficiency in preparing detailed and accurate reports, with the ability to present data in a clear and meaningful way to stakeholders.

ENGIE's Commitment to Equality

At ENGIE, we pursue your feeling free to be what you are. We are committed to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.

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