Support L1 Analyst

Description

Summary: This role involves monitoring, troubleshooting, and escalating incidents within an Advanced Distribution Management System (ADMS) for real-time grid operations. Highlights: 1. Support critical ADMS functions for real-time grid operations 2. Engage in incident monitoring, triage, and operational support 3. Opportunity to contribute to knowledge base articles ##### **Project description** The solution is a suite of modular applications that together form a robust and scalable Advanced Distribution Management System (ADMS) designed for real\-time management of electrical distribution networks. ADMS addresses the real\-time network management requirements of both large and small electric distribution utilities by delivering a comprehensive set of high\-quality network operation functions. It is engineered for seamless integration with systems such as Supervisory Control and Data Acquisition (SCADA). Additionally, ADMS offers programmatic interfaces to facilitate integration with third\-party products and enterprise applications, as well as support read\-only access to ADMS data. The role centers on system monitoring, incident intake, initial troubleshooting, and escalation, ensuring continuous availability of mission\-critical ADMS functions vital for real\-time grid operations. ##### **Responsibilities** Incident Monitoring \& Triage Monitor GE Vernova ADMS system health, alarms, and operational dashboards. Receive, log, and classify incidents related to ADMS, SCADA, OMS, and DMS functions. Perform first\-level diagnosis using predefined procedures, runbooks, and knowledge base articles. Identify known issues and apply standard resolutions where authorized. Operational Support Support day\-to\-day ADMS operations during normal conditions and grid events. Verify availability of key ADMS components (application services, interfaces, communications). Execute basic remedial actions (service restarts, validations) following approved procedures. Escalate complex, functional, or technical issues to L2/L3 teams with complete incident details. Customer Communication Acknowledge incoming incidents and provide timely status updates. Communicate clearly with utility control\-room users and customer representatives. Support shift handovers and document incidents accurately. Process \& Documentation Follow ITIL\-aligned incident, problem, and change management processes. Maintain accurate ticket documentation. Contribute to knowledge base articles for recurring ADMS issues. Participate in 24/7 shift or on\-call rotations as required. ##### **Skills** Must have Understanding of electric distribution operations and ADMS/SCADA concepts. Familiarity with Windows/Linux environments. Experience with ticketing and monitoring tools. Strong communication skills and ability to work in a real\-time operational environment. Nice to have DevOps, C\#, Network Monitoring Tools ##### **Other** Languages English: C1 Advanced Seniority Regular Guadalajara, MX, Mexico Req. VR\-122366 Technical Support (SL1\) Cross Industry Solutions 21/04/2026 Req. VR\-122366