Technical Operations Centre Engineer

Ilkari; Sabana Centro; Remote; COP 60,000,000 - 120,000,000; Full time

Benefits offered by this job

Private health insurance

Gym reimbursement

Learning Pocket: courses/certificates

Family coverage plan

Generous referral bonus

In-company English lessons

Volunteer days

Holiday period flexibility

Job summary

Ilkari is seeking a Technical Operations Centre (T.O.C.) Engineer to support continuous operation of our data centre and cloud environments. You will monitor, maintain, and troubleshoot infrastructure, addressing incidents and collaborating with internal teams and external providers to ensure availability and security.

You will participate in a 24/7 shift rotation, handle outages, and contribute to service delivery improvements while applying ITIL practices and maintaining clear incident

Qualifications

• Bachelor’s degree in IT, CS, or a related field.
• Excellent English communication for technical and non-technical teams.
• Experience in a TOC or call centre environment.
• Strong customer focus and collaborative teamwork.
• Troubleshooting and problem-solving skills.
• Familiarity with monitoring tools and 24x7 data centre ops.
• Knowledge of networking, servers and storage (preferred).
• Understanding of security best practices and compliance.

Responsibilities

• Monitor data centre network, servers, storage and components.
• Respond to alerts and incidents to minimise downtime.
• Document incidents, actions taken, and resolutions.
• Develop processes, procedures and documentation for service excellence.
• Collaborate with IT, network, systems and security teams.
• Serve as main contact for external customers during incidents.
• Manage outages and communicate updates.
• Participate in 24x7 shift rotation.

Skills

English communication

TOC experience

Customer focus

Team collaboration

Troubleshooting

Proactive mindset

Networking knowledge

Security awareness

Education

Bachelor's degree in IT/CS

Tools

Monitoring tools

IT equipment support

Job description

Technical Operations Centre Engineer

Department: Product Development

Employment Type: Permanent - Full Time

Location: Tocancipá, Colombia

Reporting To: Technical Operations Centre Manager

Description

Who we are

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 the data centre network, servers, storage, and other critical infrastructure components, supporting both production and non-production environments.

Incident:

• Respond promptly to system alerts, alarms, service degradation, and incidents, diagnosing and resolving issues to minimise downtime.
• Document incidents, actions taken, and resolutions in a detailed and timely manner.

Process Development:

• Develop processes, procedures, and documentation necessary for achieving service excellence.

Collaboration:

• Collaborate with other teams for scheduled maintenance activities and maintain communication regarding ongoing issues.
• Serve as the main point of contact for external customers, handling technical queries, incidents, and updates throughout the incident lifecycle, ensuring timely, clear, and professional communication.

Security Incident Management:

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

Outage Management:

• Function 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:

• Use 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 24×7 shift rotation, including nights and weekends, and provide additional shift cover when required (overtime will be paid).

What you'll bring

• 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 TOC or call centre 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 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.
• Learning Pocket: annual budget for courses, tools, or certifications.
• Family coverage plan in a multidisciplinary centre (psychology, nutrition, legal & financial advice, image consulting, physical activity, veterinary, etc.).
• Generous referral bonus programme.
• 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.