Level 3 Network

**_Energy at the service of Mexico._**
- ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015._
- Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal._
- Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development._

**PURPOSE OF THE POSITION**

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 Operating 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

The NOC Level 3 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.

**RESPONSABILITIES AND JOB FUNCTIONS**
- Resolve P1 (Critical) and P2 (High) incidents efficiently to minimize business impact.
- Draft comprehensive incident reports, including detailed post-mortem analysis and actionable insights.
- Mobilize resources and coordinate effectively with internal teams and third-party providers to ensure timely resolution.
- Conduct in-depth root cause analysis (RCA) and document findings to facilitate knowledge sharing.
- Define and contribute to the development of long-term, sustainable solutions to prevent reoccurrence.

**Change Management**:

- Execute high and critical changes, ensuring mínimal disruption to operations.
- Qualify change requests by conducting detailed impact assessments and feasibility studies.
- Define and prepare a Detailed Intervention Plan (DIP), ensuring strict adherence to change management protocols and production processes.
- Implement changes during Business Hours (BH) and Non-Business Hours (NBH) as required.
- Continuously update and maintain technical documentation, including Operational Documents, to reflect accurate and current configurations.

**Build and Go to run**:

- Develop and update technical documentation and Standard Operating Procedures (SOPs) to enhance operational efficiency.
- Produce documentation that meets Go/No-Go criteria for production readiness, ensuring quality and compliance.
- Execute production-related tasks, including:

- Inventory updates
- Monitoring setup
- Backups
- Regular maintenance
- Automate deployment processes, develop reusable technical frameworks, manage configurations, and integrate them into operational tools to streamline operations and reduce manual intervention.

**Documentation and Training**:

- Maintain and update assets in the Configuration Management Database (CMDB) to ensure accurate tracking and lifecycle management.
- Update network diagrams at varying levels of detail to support operations and projects.
- Develop and update operational procedures, ensuring they align with best practices and organizational standards.
- Mentor and guide L1 and L2, providing technical leadership and fostering their professional growth within the team.
- Share best practices and promote knowledge sharing to elevate the team's overall technical expertise and competency.

**EDUCATIONAL BACKGROUND**
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- At least 5 years of technical experience in network and security operations in a complex infrastructure context.
- You bring the skills you have developed to the team and are eager to expand your expertise across other technologies.
- This position will allow you to work on various technologies and become a technical reference within months.
- **Advanced English**

**Technical Skills**
- General knowledge of networks and security infrastructures
- Firewall security (Palo Alto, Fortinet)
- F5
- DNS/DHCP techn