Ioc Team Lead

Exactlyit; Puebla de Zaragoza; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology service provider in Puebla seeks an IOC Team Lead responsible for managing a team of specialists to ensure optimal service levels in monitoring infrastructures. The ideal candidate will possess over three years of experience in customer service within a monitoring operational environment, strong technical knowledge of IT fundamentals, and excellent English communication skills. The role offers competitive benefits including medical insurance and bonuses, along with opportunities for team bonding and sports activities.

Servicios

Medical, Dental, and Life Insurance

Savings Fund

Paid office parking

Team social events and Christmas Dinner

Formación

• 3+ years of experience in a Customer Service monitoring operational environment.
• Good technical understanding of IT fundamentals.
• Good understanding of operating systems like Windows, Linux, and AIX.

Responsabilidades

• Manage a team of IOC Specialists to ensure high service levels.
• Monitor team's productivity and operational performance.
• Communicate operational issues to the team.

Conocimientos

Fluent English language skills

Strong stakeholder relationship management

Strong investigative and analysis skills

Ability to work independently and prioritize tasks

Herramientas

ITSM tools

VMWARE

Hyper-V

Acropolis

Descripción del empleo

Location

Puebla, Mexico

Job Summary

The IOC Team Lead manage a team of IOC Specialists to ensure the necessary parameters to consider that a good level service is being provided in the monitoring of our and customer infrastructure and resolve any major incident that appear.

Job Responsibilities

• Manages customer the necessary parameters to consider that a good level service is being provided.
• Communicates operational issues and relevant business information to the team.
• Facilitates personal development of team members : Determines baseline performance and identify development gaps; coaches' technical skills of subordinates, identifies teams' development priorities / training needs & solutions.
• Ensure staff well-being; facilitates effective teamwork and conflict handling.
• Facilitates implementation of change through support and implementation of change initiatives.
• Planning, scheduling, coordinating of activities & resourcing for the team.
• Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance.
• Monitoring team's productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and to develop solutions).
• Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards.

Required Skills & Certifications

• 3+ year of experience in a Customer Service monitoring operational environment.
• Good technical understanding of IT fundamentals
• Good Knowledge in ITSM tools.
• Good technical understanding of O.S. like Windows, Linux and AIX.
• Good technical understanding of Hypervisor technologies like VMWARE, Hyper‑V and Acropolis.
• Good technical understanding of network devices and configuration.
• Good technical understanding of Storage and Backups.
• Good technical understanding of databases.
• Good technical understanding of emerging technologies.

Professional Skills

• Fluent English language skills required : verbal and written communication.
• Self‑motivated and disciplined.
• Strong stakeholder relationship management skills.
• Strong investigative and analysis skills.
• Strong technical and process design and implementation skills.
• Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
• Ability to work creatively and analytically in a problem‑solving environment.
• Manages multiple priorities in a high‑pressure environment.
• Have strong inter‑personal and communication skills : capable of training users in complex topics and making presentations to internal groups.
• Able to write intricate system and user documentation.
• Capable of writing and explaining purchase justifications.
• Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred.

Soft Skills

• Strong communication skills in technical and customer‑facing environments.
• Ability to work independently and prioritize multiple tasks.
• Problem‑solving mindset and attention to detail.
• Team player in a remote or hybrid work environment.

Benefits

• Medical, Dental, and Life Insurance.
• Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.
• Vacation Days.
• Save on commute
• Paid office parking.
• Medical‑related discounts.
• Prime location: In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.
• Team social events and Christmas Dinner.
• Join your colleagues in various sports activities in the area.
• Enjoy a kitchen stocked with drinks, coffee, and snacks.