Ioc Team Lead

**_Puebla_**_, _**_Mexico_**_ _**
**JOB SUMMARY**:
The IOC Team Lead manage a team of IOC Specialists to ensure the necessary parameters to consider that a good level service is being provided in the monitoring of our and customer infrastructure and resolve any major incident that appear.

**JOB RESPONSIBILITIES**:

- Manages customer the necessary parameters to consider that a good level service is being provided.
- Communicates operational issues and relevant business information to the team.
- Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches’ technical skills of subordinates, identifies teams’ development priorities / training needs & solutions.
- Ensure staff well-being; facilitates effective teamwork and conflict handling.
- Facilitates implementation of change through support and implementation of change initiatives.
- Planning, scheduling, coordinating of activities & resourcing for the team.
- Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
- Monitoring team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and to develop solutions). Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.***Required Skills & Certifications**:

- 3+ year of experience in a Customer Service monitoring operational environment.
- Good technical understanding of IT fundamentals
- Good Knowledge in ITSM tools.
- Good technical understanding of O.S. like Windows, Linux and AIX.
- Good technical understanding of Hypervisor technologies like VMWARE, Hyper-V and Acropolis.
- Good technical understanding of network devices and configuration.
- Good technical understanding of Storage and Backups.
- Good technical understanding of databases.
- Good technical understanding of emerging technologies.

**Profesional Skills**:

- Fluent English language skills required: verbal and written communication.
- Self-motivated and disciplined.
- Strong stakeholder relationship management skills.
- Strong investigative and analysis skills.
- Strong technical and process design and implementation skills.
- Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
- Ability to work creatively and analytically in a problem-solving environment.
- Manages multiple priorities in a high-pressure environment.
- Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.
- Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.
- Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred.

**Soft Skills**:

- Strong communication skills in technical and customer-facing environments.
- Ability to work independently and prioritize multiple tasks.
- Problem-solving mindset and attention to detail.
- Team player in a remote or hybrid work environment.

**Benefits**:
Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.

**PTOs**:
Vacation Days.

***Save on commute**:
Paid office parking.

***Discount Programs**:
Medical-related discounts.

**Prime location**:
In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.

**Sponsored Events**:
Team social events and Christmas Dinner.

**Sport Activity**:
Join your colleagues in various sports activities in the area.

**Eat & Drink**:
Enjoy a kitchen stocked with drinks, coffee, and snacks.