We are looking for a **Global Operations Center Engineer / Site Reliability Engineer / DevOps profile** with experience in monitoring, incident management, cloud operations, production support, and service reliability. This role is focused on ensuring the availability, stability, and performance of critical platforms and services. You will work close to production environments, monitoring infrastructure and applications, identifying incidents, performing initial troubleshooting, escalating when needed, and helping improve operational reliability. **This is not a basic helpdesk role.** We are looking for someone with a solid operations mindset, hands\-on monitoring experience, and enough cloud knowledge to understand alerts, investigate issues, and support production environments effectively. **What You Will Do** * Monitor infrastructure, applications, services, logs, metrics, and alerts using tools such as Datadog, Splunk, ServiceNow, or similar platforms. * Detect, analyze, troubleshoot, and escalate production incidents. * Perform system health checks and validate the operational stability of cloud\-based platforms. * Review alerts, logs, dashboards, and metrics to identify potential issues and reduce service disruption. * Follow documented SOPs, runbooks, and escalation procedures. * Document incidents, actions taken, root causes, and operational updates clearly and accurately. * Support incident management processes through ticketing tools such as ServiceNow. * Collaborate with engineering, DevOps, cloud, and support teams to improve reliability and response processes. * Contribute to continuous improvement in monitoring, alerting, automation, documentation, and production support practices. * Participate in weekend or holiday coverage rotations when required. **Required Qualifications** * **2\-4 years of experience** in one or more of the following roles: GOC, NOC, SRE, DevOps, IT Operations, Cloud Operations, Production Support, or Monitoring Support. * **At least 2 years of hands\-on monitoring experience** in production or operational environments. * Experience working with monitoring / observability tools such as Datadog, Splunk, Prometheus, Grafana, or similar. * **Medium\-level knowledge of AWS,** ideally with 2\-3 years of practical exposure, or strong / expert\-level knowledge of GCP. * Familiarity with Linux commands, system checks, log analysis, and incident troubleshooting. * Experience working with ticketing or incident management tools, preferably ServiceNow. * Understanding of production support environments, incident escalation, operational discipline, and service availability. * Strong written communication skills and disciplined documentation habits. * **Availability to work on\-site** in Mexico City (CDMX) or Queretaro (QRO). * **Availability to work one of the defined PST\-aligned shifts:** 10:00\-19:00 or 11:00\-20:00 Mexico time. * Availability to participate in weekend and holiday support rotations when required. **Nice to Have** * ·Experience with scripting or automation using Bash, Python, or similar. * Exposure to CI/CD environments or DevOps practices. * Experience supporting cloud\-native, distributed, or high\-availability systems. * Knowledge of alert tuning, dashboards, operational metrics, and reliability practices. * Previous experience in environments with business\-critical services. * Experience improving operational documentation, runbooks, or incident response procedures. **What We Are Not Looking For** * Profiles with only basic helpdesk experience and no monitoring background. * Candidates without availability for the defined PST\-aligned schedule. * Candidates who require fully rotating shifts; this position is based on defined fixed shifts, with only weekend / holiday rotations when needed. * Profiles with no practical exposure to cloud environments. * Candidates who have only theoretical knowledge of monitoring tools but no real production support experience. * Profiles focused only on development without production support, monitoring, cloud operations, or reliability exposure. **Work Conditions** * On\-site position in Mexico City (CDMX) or Queretaro (QRO), Mexico. * Fixed PST\-aligned working schedule. * Possible schedules: 10:00\-19:00 or 11:00\-20:00 Mexico time. * Weekend and holiday rotation may be required based on operational needs. * Weekend and holiday work will be compensated according to Mexican labor law. * This role is focused on production monitoring and support, but it is not positioned as a fully rotating 24/7 shift role. **What We Offer** * 100% payroll scheme. * Permanent contract. * Legal benefits. * Major medical insurance. * Dental insurance. * English classes. * Referral bonus. * A close\-knit and collaborative culture with a family spirit. * A 100% tech environment, in constant contact with innovation and new technologies. * The opportunity to grow in a company where technology, specialization, and people truly matter. Job Type: Full\-time Pay: $80,000\.00 \- $85,000\.00 per month Work Location: In person
Juan García
Indeed · HR
Juan García
Indeed · HR
