Technical Operations Centre Engineer

Ilkari; Bogotá ciudad; Presencial; COP 217.683.000 - 326.525.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance

Gym reimbursement

Family coverage plan

Descripción de la vacante

Ilkari is seeking a Technical Operations Centre Engineer to support the continuous operation of its data centre and cloud environments. You will monitor, maintain and troubleshoot infrastructure, collaborating with internal teams and providers to ensure availability, performance and security around the clock.

The role requires English communication skills, a IT-related degree, and hands-on experience in TOC or cloud services.

Formación

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Excellent communication skills in English, essential for cross-team work.
• Proven experience in a TOC or cloud services environment.
• Strong customer focus with collaborative mindset.
• Proactive learner with interest in new skills and technologies.
• Familiarity with monitoring tools and hardware/software basics.
• Experience handling alerts, incidents, and cybersecurity events.

Responsabilidades

• Proactive Monitoring: monitor data centre network, servers, storage, cloud, and critical infrastructure; respond to alerts and incidents to minimise downtime.
• Process Development: document incidents, actions, and resolutions; develop procedures for service excellence.
• Routine Maintenance: perform firmware/software upgrades; coordinate with teams for scheduled maintenance.
• Security Incident Management: detect, analyse, and respond to security events; improve incident processes.
• Outage Management: act as focal point for outages; update and escalate tickets as needed.
• Service Delivery: collaborate with IT, network, systems, and security teams to meet SLAs.
• Service Provider Interaction: maintain direct contact with providers and third parties.
• ITIL Best Practices: use ITIL for service requests, incidents, and changes.
• Knowledge Base Management: create and update knowledge base articles.
• Shift Work: participate in 24x7 shift rotation; overtime paid when required.

Conocimientos

Monitoring

ITIL

Incident management

Security awareness

Networking basics

English communication

Educación

Bachelor’s degree in Information Technology, Computer Science, or a related field

Descripción del empleo

Ilkari is a privately-held start-up based in Dublin, Ireland. We deliver hyper-private scale innovation and technology to safeguard and secure data, enabling true data sovereignty even as the pace of change accelerates. Our best-in-breed sovereign technology delivers privacy and control over where companies’ data resides, where it flows, and how it’s accessed.

We’re here to rewrite the story of data sovereignty – empowering innovators, pioneers and visionaries to make their mark. We believe the sky is not the limit. We strive for the perfect balance of simplicity and excellence in everything we do, and we’re looking for people who are ready to join our journey and rewrite the story of data sovereignty.

Role overview

As a Technical Operations Centre (T.O.C.) Engineer, you will support the continuous operation of Ilkari’s data centre and cloud environments by monitoring, maintaining, and troubleshooting infrastructure systems and services. This includes not only network components but also power, cooling, access control, hardware and critical applications.

Your role is essential in identifying and resolving incidents, supporting service delivery, and collaborating with internal teams and external providers to ensure system availability, performance, and security across a 24/7/365 operational landscape.

What you'll do

Proactive Monitoring:

• Monitor data centre network, servers, storage, cloud and other critical infrastructure components, supporting both production and non-production environments.
• Respond promptly to system alerts, alarms, service degradation, and incidents, diagnosing and resolving issues to minimise downtime.

Process Development:

• Develop processes, procedures, and documentation necessary for achieving service excellence.
• Document incidents, actions taken, and resolutions in a detailed and timely manner.

Routine Maintenance:

• Conduct routine maintenance tasks on data centre hardware, including servers, switches, routers, and storage systems.
• Perform firmware and software upgrades to ensure systems are running on the latest secure versions.
• Collaborate with other teams for scheduled maintenance activities and maintain communication regarding ongoing issues.

Security Incident Management:

• Detect, analyse, and respond to systems and security incidents while maintaining and suggesting improvements to incident and problem processes.

Outage Management:

• Act as a focal point for outages until restoration, maintaining, escalating, and updating T.O.C. - related tickets.

Service Delivery:

• Collaborate with IT, network, systems, and security teams to ensure seamless operation of data centre services, delivering on internal KPIs and adhering to SLAs for service delivery to other departments.

Service Provider Interaction:

• Maintain direct contact with service providers and third parties.

ITIL Best Practices:

• Utilise ITIL best practices to handle service requests, incidents, and change requests.

Knowledge Base Management:

• Create new and update existing knowledge base articles.

Shift Work:

• Participate in a 24x7 shift rotation, including nights and weekends, and provide additional shift cover when required (overtime will be paid).

What are we looking for

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Excellent communication skills in English, essential for delivering information to both technical and non-technical teams.
• Proven experience in a T.O.C. or call centre for cloud services environment
• Strong customer focus, with effective communication skills and the ability to work collaboratively in a team environment.
• Highly motivated with a positive attitude and eagerness to learn new skills and technologies.
• Knowledge of standard hardware and software.
• Experience supporting IT equipment or related technology.
• Familiarity with monitoring tools.
• Experience with the responds to alerts and cybersecurity events by applying containment, investigation, and reporting protocols to minimize impact.
• Experience with monitors datacenter systems and networks in real time to detect unauthorized access, anomalies, or potential cyberattacks.
• Experience in production/non-production environments, specifically within a mission-critical 24x7x365 data centre environment.
• Excellent troubleshooting and problem-solving skills.
• Proactive approach to spotting problems, identifying areas for improvement, and addressing performance bottlenecks.
• Knowledge of networking protocols, server technologies, and storage systems (preferred).
• Understanding of security best practices and compliance standards.

What's in it for you

• A friendly, inclusive and multicultural environment - We are made up of over 20 nationalities.
• Private health insurance.
• Gym reimbursement.
• Family coverage plan in a multidisciplinary centre (psychology, nutrition, legal & financial advice, image consulting, physical activity, veterinary, etc.).
• In-company English lessons at different levels with native teachers.
• Three paid volunteering days each year.
• Possibility of enjoying your holiday period before completing the first year with us.