Cloud NOC Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Proactive Monitoring: Continuous oversight of dashboards and alerts (physical infrastructure, virtual environments, and services) to ensure 99.999% availability.

• Incident Management (Triage): Reception, categorization, and prioritization of alerts.

• Ticket Management: Rigorous opening and tracking of tickets following ITIL methodologies.

• Initial Technical Resolution: Diagnosis and resolution of low to medium complexity issues (e.g., service restarts, log cleaning, quota adjustments, basic connectivity verification).

• Structured Escalation: Escalate to L1/L2 while providing a comprehensive technical report.

• Case Documentation: Keep the event log and knowledge base (KB) on recurring incidents updated.

• External Communication: Notify clients about health statuses, maintenance windows, and ongoing incidents clearly and promptly.

• Health Checks: Perform regular health validation routines on production platforms.

⛳️ Requirements

• A minimum of 1-2 years in monitoring centers (NOC), first-level technical support, or systems administration.

• Experience in ticket management and support processes (Jira, ServiceNow, or others), including clear documentation of diagnostics, evidence, and communication.

• Proficiency in Monitoring/Observability tools such as Prometheus, Grafana, Elasticsearch, Opensearch, OpenNMS.

• Ability to read and interpret metrics, events, logs, and alarms.

• Experience in critical mission systems, including incident management, production action coordination, escalation, and effective communication.

• Degree in Computer Engineering, Systems Engineering, Electronic Engineering, or a related field.

🏝️ Benefits

• Private medical insurance for you and your family.

• Access to courses, books, materials, and reimbursement for certifications.

• Language courses to ensure your growth knows no boundaries.

• We renew your equipment every 3 years... and it’s yours at the end of the period!

• Performance bonuses and success incentives for projects.

• A minimum of 15 vacation days, one day off for your birthday, and extra breaks before national holidays, Christmas, and New Year.

• Budget for recreational activities and team integration.

• We promote strategic participation from any role.