Noc Specialist

Location South Mexico City Position Overview We are seeking a NOC specialist to join our Americas operations team in South Mexico City. The NOC specialist plays a key role in guaranteeing the reliability, efficiency, and security of our solutions. This role goes beyond standard monitoring: you will be responsible for real-time event detection, in-depth analysis, and troubleshooting across a complex video streaming ecosystem. Key Responsibilities Operate and maintain monitoring tools (ElasticSearch, Grafana, Prometheus). Detect anomalies and interpret complex technical signals beyond standard OS/network alerts. Perform first-level diagnosis and triage based on documented runbooks. Classify events accurately and resolve or escalate to L2/L3 or internal SMEs. Collaborate with other escalation levels on major incidents and root cause analysis. Be the prime contact for customer incoming support calls. Provide updates on investigation progress. Deliver operational reports (weekly/monthly) and support KPI tracking. Provide feedback and contribute to the evolution of runbooks and workflows. Write documents about incidents and maintain shift handover notes. Maintain customer database information up to date. Other missions may be given in line with the service's priorities and your willingness to contribute. Requirements Hold a diploma or degree in computer networking, ICT, or a technical related field. Previous experience(s) in an international customer-facing position in a software company. Strong knowledge of Linux server environments. Familiarity with monitoring stacks (Elastic, Grafana, Prometheus). Ability to perform technical triage and troubleshooting autonomously. Excellent communication skills in English (written and spoken). Preferred At least one previous experience in a video streaming or media delivery international NOC environment. Experience with CDN technologies, packaging/transcoding workflows, and streaming protocols (HLS, MPEG-DASH). Knowledge of APIs, syslog, SNMP traps integration. Working Conditions Position based onsite in our South Mexico City office. Schedule (Mexico City Time) From last Sunday of March to last Saturday of October: 10:00 am – 07:00 pm CST; From last Sunday of October to last Saturday of March: 11:00 am – 08:00 pm CST; 7 days a week rotation, 5 working days a week on average (shift-based). About You You want to evolve in a friendly and supportive environment where autonomy and initiatives are encouraged. You have a collaborative and helpful mindset with a focus on always working as a team (easy to work with is one of our essential values). You have a high sense of customer care and strong problem solving skills (flexible, self-motivated, able to set priorities). Self-learning and autonomy are your motivational goals. Recruitment Process Once your application has been selected, you'll be contacted by phone for a first interview. If you are selected to continue, you will go through a technical test as well as a technical interview with the manager and a team member. You'll be finally received for the last interview in one of our local offices. Onboarding A warm onboarding and a tailor-made integration plan. You will receive the information prior to Day 1. You'll be accompanied into our technical solutions discovering. You'll be followed all along by HR and your manager with dedicated meetings. Diversity & Inclusion We are committed to fostering diversity and inclusion within our workplace as we value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are dedicated to providing equal employment opportunities to all candidates, regardless of their background or abilities, and our commitment to inclusion is reflected in our policies, practices, and workplace culture. #J-18808-Ljbffr