NOC Specialist; F​/H

We are seeking a NOC specialist to join our Americas operations team in South Mexico City.

The NOC specialist plays a key role in guaranteeing the reliability, efficiency, and security of our solutions.

This role goes beyond standard monitoring: you will be responsible for real‑time event detection, in-depth analysis, and troubleshooting across a complex video streaming ecosystem.

We are looking for a proactive professional who can work autonomously, adapting technical expertise to ensure seamless service continuity and optimize operational processes, while actively collaborating with team members to achieve shared goals.

• Operate and maintain monitoring tools (Elastic Search, Grafana, Prometheus).
• Detect anomalies and interpret complex technical signals beyond standard OS/network alerts.

• Perform first‑level diagnosis and triage based on documented runbooks.
• Classify events accurately and resolve or elevate to L2/L3 or internal SMEs.
• Collaborate with other escalation levels on major incidents and root cause analysis.
• Be the prime contact for customer incoming support calls.
• Provide updates on investigation progress.

• Deliver operational reports (weekly/monthly) and support KPI tracking.

• Provide feedback and contribute to the evolution of runbooks and workflows.
• Write incident documents and maintain shift handover notes.
• Maintain the customer database information up to date.

Other missions may be given to you in line with the service’s priorities and your willingness to contribute.