Job Description

Job Description
At Irium México we are looking for an IT Incident Manager with experience in telecommunications, infrastructure monitoring and attention to technological incidents. We are looking for an analytical person, oriented towards problem solving and with the ability to coordinate actions with clients, suppliers and technical areas to guarantee the operational continuity of services.

Requirements
- Education: Telecommunications Engineering, Systems, Information Technologies, ICT Administration or related field.

Technical knowledge
- Telecommunications and communication networks.
- TCP/IP protocols and routing concepts.
- Configuration and diagnosis of GSM and GPS equipment.
- Troubleshooting IT infrastructure.
- Network and communications monitoring.
- Monitoring tools (PRTG desirable).
- Databases and information extraction.
- CRM systems.
- Microsoft Office (Excel, Word, Outlook).
- Diagnosis of incidents in software, servers and communications infrastructure.

Desirable experience
- Attention and monitoring of technological incidents.
- Monitoring of links and communications.
- Remote technical support.
- Ticket management and incident escalation.
- Coordination with clients and suppliers.

Main responsibilities
- Essential: Remote support and configuration of 4G equipment.
- Address incidents related to GSM, GPS equipment and communications infrastructure in Cargo Centers.
- Manage the registration of loading centers on portals and monitoring platforms.
- Monitor the availability and communication of loading centers.
- Detect, analyze and prevent communication incidents.
- Run connectivity tests and configuration validation.
- Identify the origin of failures and coordinate their resolution.
- Support in the reconfiguration of communication equipment remotely.
- Manage requests related to configurations and updates to CFE.
- Provide timely follow-up to incidents until their closure.
- Keep the areas involved informed about the status of incidents.
- Prepare reports and documentation of incidents attended.

Competencies
- Analysis and resolution of problems.
- Customer orientation.
- Effective communication.
- Organization and monitoring.
- Teamwork.
- Sense of urgency.
- Proactivity.
- Ability to work under pressure.

We offer
- Direct hiring.
- Legal benefits.
- Continuous training.
- Hours: Monday to Friday from 9 to 6, with on-call availability on weekends.",