Production System Engineer – Incident Ownership & On-Call

Innovatrics; Ciudad de México; Presencial; MXN 383.099 - 458.877; Jornada completa

Descripción de la vacante

Innovatrics is seeking a production support specialist who will own customer incidents from triage to resolution, communicate updates clearly, and coordinate patches and changes in client environments. The role requires strong Linux administration, Kubernetes familiarity, and experience with ticket-based support.

You will also contribute to knowledge bases, participate in 24/7 on-call rotations, and work with System Engineers and Solution Managers to resolve issues efficiently.

Formación

• Must-have Linux administration in production environments.
• Kubernetes fundamentals and log analysis skills.
• Experience with ticket-based support and SLA management.
• Strong English language skills; Portuguese is a plus.

Responsabilidades

• Ticket ownership: triage, investigation, updates, and resolution within SLA.
• Communicate with customers via portal, email, and calls.
• Operational support: monitoring, patches, changes in customer environments.
• Escalate to L2/L3 when needed and coordinate with engineers.
• Participate in on-call rotations (24/7 when project requires).

Conocimientos

Linux administration

Log analysis

Incident troubleshooting

Ticketing & SLA management

English proficiency

Portuguese proficiency

Herramientas

Kubernetes

Grafana

ELK

Helm

PostgreSQL

Descripción del empleo

Innovatrics is seeking a production support specialist who will own customer incidents from triage to resolution, communicate updates clearly, and coordinate patches and changes in client environments. The role requires strong Linux administration, Kubernetes familiarity, and experience with ticket-based support.

You will also contribute to knowledge bases, participate in 24/7 on-call rotations, and work with System Engineers and Solution Managers to resolve issues efficiently.