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NOC Engineer – Mexico City
(NOC , VOD , Grafana , Prometheus , Video Streaming, CDN)
Role Overview
We are looking for a NOC Engineer to join our Americas Operations team in Mexico City. You will ensure the reliability, efficiency, and security of our video-streaming solutions by performing real-time event detection, analysis, and troubleshooting across a complex and fast-moving ecosystem. This role requires autonomy, strong technical judgment, and effective collaboration with both customers and internal teams.
Key Responsibilities
Monitoring & Analysis
- Operate and maintain monitoring tools (ElasticSearch, Grafana, Prometheus).
- Detect anomalies and interpret signals beyond standard OS/network alerts.
Incident Management & Customer Support
- Perform first-level diagnosis and triage using documented runbooks.
- Classify incidents, resolve where possible, or escalate to L2/L3 or SMEs.
- Support major incidents and contribute to root-cause investigations.
- Act as the primary contact for customer support calls.
- Provide regular updates on incident progress.
Reporting
- Produce weekly and monthly operational reports.
- Support KPI tracking and analysis.
Continuous Improvement
- Contribute to updates of runbooks and operational workflows.
- Document incidents and maintain accurate shift-handover notes.
- Keep customer database information up to date.
Required Skills & Experience
- Degree or diploma in Computer Networking, ICT, or a related technical field.
- Previous international customer-facing experience in a software company.
- Strong knowledge of Linux server environments.
- Experience with monitoring stacks (Elastic, Grafana, Prometheus).
- Ability to independently perform technical triage and troubleshooting.
- Excellent English communication skills (written and spoken).
Preferred Qualifications
- Experience in a video-streaming or media-delivery NOC environment.
- Knowledge of CDN technologies, packaging/transcoding workflows, and streaming protocols (HLS, MPEG-DASH).
- Familiarity with APIs, syslog, and SNMP traps.
Working Conditions
- Based in South Mexico City
- Shift Schedule (Mexico City Time):
- Late March → Late October:
10:00–19:00 CST - Late October → Late March:
11:00–20:00 CST - 7-day rotation; average 5 working days per week.
