Global Technical Operations & Incident Analyst

jda; Monterrey; On-site; MXN 450,000 - 650,000; Full time

Job summary

jda is seeking a Mid-level Technical Analyst in Monterrey to ensure operational reliability by diagnosing incidents, improving runbooks and automation, and monitoring batch jobs and integrations. You will partner with engineering and product teams to deliver stable, observable systems.

Responsibilities include leading incident resolutions, performing root-cause analysis, maintaining dashboards, and supporting releases. Strong scripting, SQL, and cloud/container skills are required.

Qualifications

• 3–5 years experience in technical operations, support engineering, SRE, or systems administration.
• Strong scripting/automation skills (Python, Bash, PowerShell) and proficient SQL for troubleshooting and data analysis.
• Hands-on experience with monitoring/observability tools (Grafana, Prometheus, Datadog, ELK) and incident management (PagerDuty, OpsGenie, ServiceNow, Jira).
• Working knowledge of cloud platforms (AWS/Azure/GCP) and containerization/orchestration (Docker, Kubernetes).
• Solid troubleshooting, communication and stakeholder-management skills; ability to explain technical issues to non-technical audiences.

Responsibilities

• Lead triage and resolution of medium-to-high priority incidents; coordinate cross-functional responders and communicate status to stakeholders.
• Conduct root-cause analysis and implement permanent fixes or reliable workarounds; run post-incident reviews and track corrective actions.
• Maintain and improve runbooks, playbooks, monitoring, alerting and operational automation to reduce manual toil.
• Monitor, validate and troubleshoot scheduled batch jobs, ETL pipelines and integrations; manage reruns, dependency chains and capacity issues.
• Build and maintain dashboards and operational reports to surface trends, capacity needs and SLA adherence.
• Support releases, configuration changes and integration testing; validate rollback plans and deployment impacts.
• Identify recurring issues and translate them into prioritized product/engineering improvements.
• Mentor junior analysts and contribute to onboarding, documentation and best practices.
• Participate in on-call rota as required, following escalation and communication standards.

Skills

Scripting/Automation

SQL

Observability tools

Incident management

Cloud platforms

Containerization

Communication

Stakeholder management

Troubleshooting

Tools

Grafana

Prometheus

Datadog

ELK

PagerDuty

OpsGenie

ServiceNow

Jira

Docker

Kubernetes

AWS

Azure

GCP

Job description

jda is seeking a Mid-level Technical Analyst in Monterrey to ensure operational reliability by diagnosing incidents, improving runbooks and automation, and monitoring batch jobs and integrations. You will partner with engineering and product teams to deliver stable, observable systems.

Responsibilities include leading incident resolutions, performing root-cause analysis, maintaining dashboards, and supporting releases. Strong scripting, SQL, and cloud/container skills are required.