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Career Opportunities: Senior-Technical Lead (42452)

1.00 to 3.00 Years   Mexico (Mexico)   02 Mar, 2025
Incedo Inc
Job LocationMexico (Mexico)
EducationAny Graduate
SalaryAs per Industry Standards
IndustrySoftware Services, Internet/Dot com/ISP
Functional AreaIT Software : Software Products & Services
EmploymentTypeFull-time

Job Description

Company OverviewIncedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico, and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering, and life science & healthcare industries.Working at Incedo will provide you an opportunity to work with industry-leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect, or a domain expert based on your skills and interests.Our Mission is to enable our clients to maximize business impact from technology by:

  • Harnessing the transformational impact of emerging technologies
  • Bridging the gap between business and technology
Role DescriptionIn NOC (L1), we provide Infrastructure monitoring and other IT support services for US-based clients in a multi-client environment. Following are some key responsibilities:
  • Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts, etc.) and follow ITIL support procedures to respond.
  • Assess and prioritize faults and respond or escalate accordingly following ITIL aligned processes. Handle issues of all priority based on impact and criticality.
  • Handle Priority 1 and Priority 2 issues, initiate and handle bridge calls with clients as and when required.
  • Write end-user business communications, and share them as per process.
  • Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis.
  • Perform infrastructure health checks and flag issues based on impact.
  • Participate and contribute to Change Advisory Board meetings for infrastructure changes.
  • Perform disaster recovery operations and data backups when required.
  • Manage and maintain monitoring systems.
  • Identify problems and frequently present viable solutions to problems.
  • Handle multiple priorities with multiple clients / ability to work in a multi-client environment.
  • Should be open to suggest and help implement process improvements and development opportunities for self and the team.
  • Consistently demonstrates good customer service throughout the area of responsibility.
  • Co-operate with other teams. Actively encourage strong working relationships with other teams.
Technical Skills
  • Good communicator with experience in a US-based support environment (US Preferred)
  • Excellent communication skills (both written and verbal).
  • Good technical documentation skills.
  • Basic Linux CLI skills and basic Sys Admin skills.
  • Experience on a ticketing tool like Service Now & JIRA will be a plus.
  • Willing to learn and develop new skills.
  • Sound understanding of the IT service landscape.
  • Good understanding of servers, types and their various environments, and basic understanding of enterprise networking.
  • Actively seeks out tasks that help develop skills and knowledge.
  • Actively seeks ways of improving existing systems and processes.
  • Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
  • Flexible and adaptable approach to problem-solving.
Nice-to-have skillsQualificationsAny GraduateCompany ValueWe value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Keyskills :
itil support procedures infrastructure monitoring incident management technical documentation communication skillslinux program manager telecom technical skillscli problem solving

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