Operation Support - Technology Analyst

vices free up resources that can then be deployed to drive transformation and innovation initiatives.

Location: Monterrey, MX, Work from office.
Experience required: 3 to 5 years of relevant experience.
Key Responsibilities:
• Work with a global support team across USA, Mexico and India.
• Candidates have flexible options in working in one of the following two shifts:

• Shift 1: Morning to evening hours.
• Shift 2: Evening to night hours.

• Knowledge in ITIL (Incident / Problem / Change management) practices.
• Incident management - Monitor for Automated/Manual alerts, escalation of incidents, both internally and externally, to ensure their timely resolution.
• Manage and implement Change activities, including Pre and post validations.
• Knowledge Management, create and manage documentation, SOP/ MOP and Issue history in ITSM Tool (ex: Service Now).
• Outage management of Services and resolution.
• Ability to work in team in diverse/ multiple stakeholder environment. Good communication and presentation skills.

Recommended Skill Set:
• Experience in Media/ Video domain: Knowledge of video processing components, Broadcast and Streaming operations.
• Proven experience in monitoring-control of broadcast environments for Satellite based content delivery.
• Technical proficiency in using and enhancing monitoring tools, dashboards and navigation of tools (such as ServiceNow, Dataminer, Moogsoft, KPI Dashboards [Grafana, New Relic, Raptor], Prometheus, Splunk, Elk, Ineoquest, Harmonic VOS) to analyze and identify faults.
• Experience with scripting languages such as SQL, python, and UNIX shell scripts.
• Proficiency in updating documentation and issue history in ServiceNow or similar incident management systems.
• Proven track record of collaborating with engineering and development teams to resolve issues and provide feedback for automation improvements.
• Work with team to implement process improvements to enhance operational efficiency and service reliability.