Mexico

Location: Mexico

Experience: 7 Years

Positions: 1

Roles & Responsibilities

• Lead a team of BI consultants and Program Managers
• Demonstrate evidence of influencing positive change within a Complex data support environment, including complexities of multi-cultural / language set up
• Ensuring monitoring daily activities and performance in line with set KPIs, setting clear expectations and KRA’s with their team members
• To ensure achievement of SLA’s/KPI’s through the effective management of all assigned operations
• Owning client queries/escalations/demands
• Team management, Issue/Conflict handling
• Coordinate and manage relationships with clients, colleagues, peers, customers - all stakeholders.
• Roll out effective reporting and feedback methodologies to raise customer issues with the respective parties and to work on continuous improvement processes to reduce and remove repeat transactions
• To provide regular reports as required to Senior Management outlining achievement against all targets and objectives
• To actively support at all times Company Policy and best practice in the area of security with particular emphasis on the protection of sensitive customer information
• To actively support the implementation of all HR Company policies and processes across team
• Maintain the effective Service Delivery and achievement of core KPIs
• Operational updates and distribution of reports and analysis as per operations/client requirement
• Attend regular SLA reviews and note down the areas of improvement, clear action plans, owners and time frames attached
• Design Training & Upskilling initiatives for the team
• Handling client escalations, own/resolve them with satisfactory results. KCI, keep customer informed against targets and SLA set
• Find the root cause of any client escalation. Provide well-prepared RCA with in define timelines
• Suggest at least one process improvement suggestions on a regular basis which will help improve operations and strive towards continuous improvement ethos.
• Perform regular team meetings on a weekly basis and one-to-one session on monthly basis. The MOMs of these meetings should be shared with Manager
• Required to be a strong advocate at building trust-relationships and work with all lines of business accordingly to support a customer focused environment
• Responsible for employment engagement, recognition and reward activities and motivational drivers across the operation
• Maintaining high attendance and low attrition within your operation
• All additional duties required as the role evolves

Required Technical and Professional Expertise

• Experience of successfully operating at management level in a Customer support environment in Sales domain
• Know how of analytical tools such as MS Excel, Google sheets, Tableau etc
• Proven experience in leading, motivating and performance management
• Good understanding of Outsourced support technologies and proven experience of optimizing the same
• Flexible as per business requirement

Location: Mexico

Experience: 5 Years

Positions: 1

Roles & Responsibilities

• Ensure successful content creation (including content writing), communication and training of internal and external constituencies
• Coordinate with cross functional teams to determine content and training needs
• Implement partner incentives and execution of processes such as designing incentive calculations, incentive accounting support, and payments
• Ensure accurate and timely payment of earned incentives
• Measure the business impact of process operations improvements

Required Technical and Professional Expertise

• Experience in content creation such as SOPs, work instructions, workflows etc in finance and accounting domain
• Able to conceptualize and create incentive programs and enhancement of existing programs for the channel partners such as resellers, agencies etc
• Should be able to communicate incentive programs via written and verbal mediums and train as required
• Excellent communication skills are mandatory
• Knowledge of documentation and presentation tools such as Word, Excel, PPT (hand on with gSuite is an added advantage)
• Strong analytical skills (tested during hiring process)

Location: Guadalajara

Experience: 5-7 Years

Positions: 2

Roles & Responsibilities

• Analysis and design documentation
• Acceptance Testing performed by dedicated testing teams

Required Technical and Professional Expertise

• Hands on Oracle Forms and Reports Development Experience: 6+ for Tech Lead, 4+ years for Developer
• Experience developing PL/SQL packages and procedures with an Oracle Database
• Experience with KSH, PERL
• Experience in analysis and design documentation
• Experience of working in an Agile environment with Product Owner and Manager and implementing new features
• Experience in fixing of bugs and issues identified during Quality Assurance and User

Location: Guadalajara

Experience: 5-7 Years

Positions: 2

Roles & Responsibilities

• Ensure quality code is checked in to avoid broken builds that can cause delays to the team.
• Understands test driven development. Writes unit, regression, load and stress tests to verify software programs. Prepares any test data required.
• Focused on team success. Works well in a team environment. Assists team members in all areas to achieve successful sprints and retrospectively provides feedback for continuous improvement.
• Design Patterns – MVC, MVP, Singleton, Dependency Injection, etc
• Awareness of Mobile Framework - Cordova/PhoneGap, IONIC 2.X+,
• Awareness of basic Linux command

Required Technical and Professional Expertise

• .NET Core, .Net technologies (C#, Ado.Net etc), TypeScript/ Javascript
• Experience working in a project involving Messaging bus - RabbitMQ
• Experience working with Rest WebAPI
• Nice to have:
• Application design and conceptualization skills, debugging and analytical skills
• App Submission process to AppStore and Google Play
• Debugging and analytical skills
• ALM: TFS/GIT
• Experience with an agile development methodology, preferably Scrum

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 2

Roles & Responsibilities

• Design Patterns MVC, MVP, Singleton, Dependency Injection, Experience in building and publishing of mobile apps on iOS & Android
• Good to have Preferable knowledge of Build processes like Gulp Net Core. Application design and conceptualization skills, debugging and analytical skills on App Submission process to AppStore and Google Play
• Debugging and analytical skills on ALM: TFS/GIT o Experience with an agile development methodology, preferably Scrum
• Ensure process compliance in the assigned module, and participate in technical discussions or review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations)
• Develop and guide the team members in enhancing their technical capabilities and increasing productivity
• Prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
• Responsible for providing technical guidance or solutions; define, advocate, and implement best practices and coding standards for the team

Required Technical and Professional Expertise

• Experience using REST based APIs, Angular 2+, HTML5, TypeScript/ Javascript and CSS / SCSS, Ionic 2.X+, Cordova-PhoneGap
• Design Patterns – MVC, MVP, Singleton, Dependency Injection, etc
• Experience in building and publishing of mobile apps on iOS & Android.
• Nice to have
• Preferable knowledge of Build processes like Gulp etc
• Application design and conceptualization skills, debugging and analytical skills
• App Submission process to AppStore and Google Play
• Debugging and analytical skills
• ALM: TFS/GIT
• Experience with an agile development methodology, preferably Scrum

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 3

Roles & Responsibilities

• Report issues discovered through manual testing or via automated tests and track them to closure
• Verify the fixes/new features and analyze the impact to identify the modules needed to be regression tested
• Setup and configure test environment, fixtures and games as required by the test plans or standards
• Create and maintain Modification Documents for submission to regulators
• Estimate testing tasks for projects
• Create test plans in Team Foundation Server/JIRA and monitor the progress
• Support Accredited Test Facility as well as Regulators, assisting in testing features and help maintain their test environments
• Identify potential areas for automation and develop automation scripts
• Monitor performance and memory consumption, memory leakage issues and uses tools to capture and analyses the core dumps
• Identify and resolve product issues/queries with Engineering, Compliance, and regulatory agencies
• Proficiency in writing test cases from functional specifications, use cases and business rules

Required Technical and Professional Expertise

• Write and execute test cases ensuring complete coverage of the functionality under test
• Create automated test scripts, mapped to manual test cases, using the frameworks as defined.
• Experience in writing SQL queries
• Hands-on work experience on API test automation through SoapUI, with knowledge of Groovy Scripting
• Experience in Casino Gaming/Digital Gaming will be an advantage
• Experience with an agile development methodology, preferably Scrum
• Hands-on work experience for Behavior Driven Development on Selenium-Cucumber framework

Location: Guadalajara

Experience: 5-7 Years

Positions: 5

Roles & Responsibilities

• Work as Lead Developer designing, development, implementing and supporting solutions on Azure / Azure DevOps
• Responsible for peer code review and optimization activities Working experience on Agile methodology and familiar with tools (JIRA) and Understanding of SDLC process

Required Technical and Professional Expertise

• Strong understanding of Web & Function Apps, Api Management, Service Bus Event Grid & Hub, Cosmos DB (Basics), Containers (Docker), Kubernetes (Basics), Logic Apps (Basics), Microservices
• C#.Net, ASP.Net Core 3.1, MVC, Microservices, Azure Web Apps, Azure Function Apps, Azure API Mgmt. etc.
• Angular, TFS, RabbitMQ
• Identity Server 6/ OAuth/AD
• Solution Packaging & Deployment through DevOps processes and usage of tools

Location: Guadalajara

Experience: 6 to 8 Years

Positions: 2

Roles & Responsibilities

• Find out the components from UX design and set up the framework and identify the libraries
• Oversees the development effort ensuring alignment with the design and requirements
• Co-ordinate and communicate with team, provide technical and application specific inputs
• Create the common, reusable components
• Code Reviewing, Design Document, Designing, Construction and Development

Required Technical and Professional Expertise

• Hands-on experience in Angular 8+, HTML5, CSS3, SCSS
• Experience working with UX/Visual designer to find out the technical feasibility, application coding and programming and environment set up

Location: Guadalajara

Experience: 6 to 8 Years

Positions: 2

Roles & Responsibilities

• Support for SIT and UAT bug fixes
• Provides warranty support of the application post Go-Live

Required Technical and Professional Expertise

• Experience in developing responsive web application based on UX design using HTML5, CSS3, Bootstrap, Angular 8+, Webpack etc.
• Experience in development & unit testing for UI screens

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 1

Roles & Responsibilities

• Computer coding to design high-functioning database systems, support programs, and to debug systems.
• Problem-solving: look for potential problems in the database, and work to solve these issues before and after they occur. Attention to detail to comb through lines of code to spot potential error-causing problems and possible database security and storage capacity issues.
• Possess strong analytical and organizational skills.
• Analyze the assigned PCorCI (production support or continuous improvement) incidents and propose solutions orfixes
• Coordinate with technical teams for pending RICEFs
• Interact with the client and other functional teams for gaining understanding of the requirements
• Train others and prepare and deliver presentations for knowledge sharing amongst different teams in the project

Required Technical and Professional Expertise

• Experience in database development, PostgreSQL
• Experience in creating complex stored procedures to support API application development.
• Experience in debugging and fixing issues related to stored procedure and provide corrective solutions.
• Experience in developing best practices for database development activities, implementing and optimizing stored procedures and functions
• Should be able to work within a team and independently, as they must often work out database solutions and test systems on their own.

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 10

Roles & Responsibilities

• Responsible for providing technical guidance or solutions ;define, advocate, and implement best practices and coding standards for the team.
• Ensure process compliance in the assigned module, and participate in technical discussions or review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
• Develop and guide the team members in enhancing their technical capabilities and increasing productivity
• Prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.

Required Technical and Professional Expertise

• Expertise in best practices in all aspects of AGILE software testing life cycle, management, and reporting
• QE SME with expertise to define end to end testing processes, guidelines, templates, best practices
• In-depth understanding of Integration testing, technologies, applications, and database
• Expertise in one or more programming and scripting languages such as Python, C# etc., SQL query
• Expertise in SOAP UI / Postman, Ready API with Groovy, Selenium, Cucumber, TFS scripting
• Knowledgeable in BDD/TDD approaches and in-sprint automation
• Ability to build functional and integration test cases at UI level and API level
• Knowledge of Service Virtualization, Test Data Management approaches
• Experience building CI/CD/CT (Continuous Integration) pipelines

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 1

Roles & Responsibilities

• Works with customer to gather and document requirements, guiding the customer to develop requirements across multiple enterprise level products and domain areas
• Engaging with the customer to understand their business needs, and gather, analyze and document business requirements, using best practice tools and processes, including the value of what is being delivered across multiple enterprise level projects and domain areas
• Obtaining sign off of the business requirements from the customer, including playback and feedback with the customer, and subsequent approval
• Guides the program team by sharing the solution requirements to the relevant Solution Component groups so that they understand their area(s) of focus

Required Technical and Professional Expertise

• Strong experience in consultative engagements such as business health checks, business motivation modeling, , customer business processes (i.e. journeys). Ability to lead and document associated workshops.
• In-depth understanding of industry standards such as TMForum, ISEEB, ITIL in order to be prescriptive and consultative.
• Awareness of Agile Software development methodologies such as SAFe or KanBan
• Experience in writing epics and features
• Deep knowledge of telecommunication business
• Architect with deep knowledge in BSS/OSS solutions
• Enterprise Business Owners/Consultants – SV not required (nice to have)

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 5

Roles & Responsibilities

• Analyze customer process need in implementation engagement and provide solution to meet business objective
• Coordinate with technical teams for pending RICEFs
• Interact with the client and other functional teams for gaining understanding of the requirements
• Participate in team meetings
• Train others and prepare and deliver presentations for knowledge sharing amongst different teams in the project

Required Technical and Professional Expertise

• Frontend (Angular/React/Node.js), Backend (Java to begin with) and Full stack engineers. REST API, AWS, Database skills

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 3

Roles & Responsibilities

• Gathering and updating project materials, completing budgeting, forecasting, project documentation, business flows, and lessons learned documents
• Scheduling and allocating work, providing advice and guidance, and resolving problems to meet technical performance and financial objectives
• Coordinate all Scrum Ceremonies including Sprint Planning, Daily Standups, Sprint retrospectives, Sprint Demos, Story Grooming, and Release Planning
• Assist in defining and deploying new product development processes and in facilitating the continuous improvement of existing processes
• Coaching and mentoring other Scrum Masters on our program team. Partnering to ensure that our ways of working are consistent across teams
• Liaising between developers and project stakeholders; fostering quality communication between engineering disciplines
• Interact with the customer and internal teams to gather requirements for development purposes.
• Provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements
• Provide support for enhancement (major and minor) or new developments based on business requirements as provided by the client as well as from the functional and technical team of HCLTech on the project.
• Provide technical guidance to junior developers

Required Technical and Professional Expertise

• Strong communication and interpersonal skills
• Detail-oriented, project management skills
• Ability to support multiple projects and manage tasks of varying priority
• Knowledge of Project Management and Software Development Tools and Processes
• Familiarity with Agile / Scrum principles
• Safe Agile experience.
• Good understanding of JIRA tool.
• Experience with working with IT Agile teams
• Knowledge of Safe Agile
• Experience with Cross Functional Agile team
• Experience leading multiple agile teams at a time

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 5

Roles & Responsibilities

• As a Sr. DevOps Engineer, you will be responsible for design, implementation, configuration, optimization, management, documentation and support the continuous delivery of client’s software products in AWS.
• Will be working in a highly agile, innovation driven and DevOps centric software product organization alongside with product engineering team, cloud and software security engineers, architects, agile delivery managers and software support teams on emerging technology solutions in cloud computing, containerization, orchestration, serverless, infrastructure as code, continuous delivery, data science and security automation
• Defining and driving the implementation of strategy for service improvements, automation frameworks, monitoring and DevOps best practices like cloud native architectures, CI/CD and observability throughout the lifecycle of the product/s towards achieving zero-downtime deployment.

Required Technical and Professional Expertise

• Experience as DevOps Engineer or similar skillsets with experience on various CI/CD and configuration management tools e.g., Jenkins, Maven, Gradle, Azure DevOps, Spinnaker, Gitlab, TeamCity, AWS Codepipeline, Packer, Ansible, Cloudformation, Terraform, or similar CI/CD orchestrator tool(s).
• Hands-on experience with Docker and Kubernetes, including building Docker files and images, establishing Docker image repositories, and creating, managing, and orchestrating a Kubernetes based infrastructure in cloud or on-prem.
• Excellent working knowledge and understanding for use, build, deploy, management and monitoring of Amazon AWS services for SaaS products, including but not limited to VPC, EC2, Containers, S3, ELB, RDS, Route53, Cloud Formation, Cloud Watch, WAF, HSM/KMS, IAM, RDS, Event Bridge, SNS, SQS, Lambda, Elastic Bean Stalk, Cloud Trail, API Gateways and other Amazon AWS development and management tools.

Location: Guadalajara

Experience: 4 to 6 Years

Positions: 5

Roles & Responsibilities

• Analyze the test automation framework and enhance it for the requirements after review.
• Automate tests in Selenium, Java, Postman, JavaScript
• Identify regression tests and priority to be automated Automate tests in Selenium, Java, Postman, JavaScript.
• Debug automation issues and provide best solutions in maintenance. User Story Validation, user story testing with testing techniques.
• Execute automated and manual regression tests, analyze reports, update scripts and re-execution, defect management and reporting for UI and APIs.
• Integration testing with 3rd party applications as required.

Required Technical and Professional Expertise

• Hands On Experience in Selenium
• Familiar with Unix Linux Operating Systems and database concepts.
• Experience with Test Automation Tools such as Test Complete JMeter JUnit Selenium.Experience with Continuous Integration processes and or tools such as Bamboo Jenkins Team City

Location: Guadalajara

Experience: 4 to 6 Years

Positions: 5

Roles & Responsibilities

• Develop and deliver codes for the work assigned in accordance with time, quality and cost standards.
• Ensure process compliance in the assigned module, and participate in technical discussions or review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations)
• Develop and guide the team members in enhancing their technical capabilities and increasing productivity
• To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.

Required Technical and Professional Expertise

• Experience with SQL and NoSQL Databases such as Mongo, Cassandra
• Continuous Integration and Continuous Delivery using TeamCity, Jenkins or similar Tool
• Unit Testing (NUnit, XUnit, MS Tests or similar Testing Framework)
• Object Oriented Principles and Design Patterns
• Unit Testing (NUnit, XUnit, MS Tests or similar Testing Framework)
• Object Oriented Principles and Design Patterns
• Have depth and width of decision making maturity. Be able to gain trust & respect of engineering, dependent teams and stakeholders to deliver results
• Ability to manage and influence team members without direct reporting authority
• Ability to thrive in a dynamic environment; work with minimal supervision while sdelivering on action items in a timely fashion

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 3

Roles & Responsibilities

• Will be working in a highly agile, innovation driven and DevOps centric software product organization alongside with product engineering team, cloud and software security engineers, architects, agile delivery managers and software support teams on emerging technology solutions in cloud computing, containerization, orchestration, serverless, infrastructure as code, continuous delivery, data science and security automation Design, develop and maintain the product's cloud infrastructure architecture, including microservices, as well as developing infrastructure-as-code and automated scripts meant for building or deploying workloads in various environments through CI/CD pipelines.
• Drive analysis, design, and delivery of quality technical solutions, projects in line with product roadmaps, customer expectations, and internal priorities.

Required Technical and Professional Expertise

• Primary Skills: Jenkins, Pipelines, Python, ZeroMQ, RabbitMQ
• Secondary Skills: KUBERNETES, Container : Docker, Linux, Automation tools: Puppet/ Ansible/Chef Cloud: AWS

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 5

Roles & Responsibilities

• Test software code as per work allocated within the quality standards prescribed so as to meet the client requirements
• Maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) ornew developments based on businessor client
• Requirements as well as from the functional and technical team of HCLTech on the projectTo provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards
• Interact with the customer and internal teams to gather requirements for development purposes
• Perform activities related to enhancement creation of documents for CMMi and client requirements
• Provide technical guidance to junior developers

Required Technical and Professional Expertise

• Web Application Testing experience.
• Experience with test automation is a plus
• Ability to write basic SQL queries to analyze and manipulate data Oracle environment.
• Excellent analytical and debugging skills, with strong attention to detail.
• Strong collaboration skills and desire to work in a highly collaborative environment.

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 5

Roles & Responsibilities

• Test software code as per work allocated within the quality standards prescribed so as to meet the client requirements
• Contributes while test plans are developed as per the work assigned.
• To coordinate with team (for discussions) and interact with client (for updates)
• To create( and review ) the Test Cases from the Functional Specifications or Software Requirement Specification document
• Schedule the tasks and report.
• Test the Functionality as per the Test plan and respective Test Cases.

Required Technical and Professional Expertise

• Automation testing for JAVA & API Backend services testing.
• Automation (Selenium, Visual Studio)
• Performance (JMeter), GenRocket, Confluence, Splunk, GitHub, Jenkins, Azure cloud applications, Java Script for testing

Location: Guadalajara

Experience: 3 to 5 Years

Positions: 5

Roles & Responsibilities

• To ensure process compliance in the assigned module, and participate in technical discussions or review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
• To develop and guide the team members in enhancing their technical capabilities and increasing productivity
• To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
• To be responsible for providing technical guidance or solutions ;define, advocate, and implement best practices and coding standards for the team.

Required Technical and Professional Expertise

• C# .NET Core 3.1
• Version Control - GIT
• Cloud computing basics
• PL/SQL basics
• Web development – HTML, CSS, JS, Angular
• Auth0 – Id Provider
• Swagger API Documentation
• CI/CD – GitHub Actions, ADO
• Infrastructure as Code - Terraform / ARM Templates
• Azure solutions and services
• Modern Authentication
• SQL Server

Location: Guadalajara

Experience: 4 to 6 Years

Positions: 5

Roles & Responsibilities

• Create, assign and track the project [module] work plans for delivery and also provide technical guidance for work completion
• To interact with the customer and internal teams to gather requirements for development purposes
• To perform activities related to enhancement creation of documents for CMMi and client requirements
• To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements
• To provide support for enhancement (major and minor) or new developments based on business requirements as provided by the client as well as from the functional and technical team of HCLTech on the project
• To provide technical guidance to junior developers

Required Technical and Professional Expertise

• Need to actively involved in daily follow-ups related to Incidents, Major Incidents.
• Java/J2EE experience.
• Developer or Support experience in maintenance and production support efforts in Java Environment.
• Good to have exposure to ServiceNow tool, Elastic and Splunk.
• Should have good communication skills. (Oral/Written)
• Minimal experience in coding and troubleshooting skills.

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 3

Roles & Responsibilities

• The candidate should play central critical role for identifying performing core database administration for Snowflake environment, build automation to optimize the environment, build pipelines to define metrics related to all things snowflake and be key central point of contact for Snowflake within the organization.
• Analyzing data, identifying gaps, issues, patterns, and trends
• Analyze application dependencies and conduct an impact assessment of changes
• Implement/support automation for production deployment in Snowflake
• Create Snowflake utilization and capacity plan
• Should be able to review project requests describing database user needs to estimate time and cost required to accomplish project.

Required Technical and Professional Expertise

• Hands-on experience in ETL Datastage and Snowflake development
• Experience in designing, and developing highly scalable distributed data processing systems and Data Warehouse.
• Experience in creating a data warehouse, design-related extraction, loading data functions, testing designs, data modeling, and ensure the smooth running of applications
• Experience in Snowflake data modeling, ELT using Snowflake SQL, implementing stored procedures and standard DWH+ETL concepts Demonstrates the ability to design, code and test ETL routines
• Understands the principles of good ETL design
• Knowledge in Cloud technologies- AWS/GCP/AZURE

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 3

Roles & Responsibilities

• Participates in the planning, execution and delivery of moderately complex to complex business projects under minimal supervision.
• Manages risk by using established project management processes to address execution challenges associated with quality, schedule and cost.
• Leads and manages projects to achieve strategic business goals and operational objectives. Serves as a resource to less experienced team members on escalated issues of a routine nature.
• Acquires and applies proficient knowledge of the business, its products and processes.
• Gathers information, analyzes data trends, identifies root causes and develops work products.
• Defines low to medium risk project plans and aligns to project deliverables.
• Manages budgets on the low to medium range of project budgets.
• Uses tools and techniques that may include process engineering and software delivery methods to increase overall project success.
• Seeks creative alternatives to project challenges.
• Facilitates development of project plans related to schedule, budget, scope and resources.
• Monitors project execution to deliver incremental business value.
• Understands each project's critical path activities and proactively manages those to project's benefit.

Required Technical and Professional Expertise

• 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
• Relevant business support and/or general analysis experience.
• Proficient knowledge of project management methodology and/or working knowledge of technical software delivery life cycle.

Location: Guadalajara

Experience: 5 to 7 Years

Positions: 2

Roles & Responsibilities

• Design, Deploy, Implement and manage and support data platform on premise or cloud based.
• Perform troubleshooting and issue investigation.
• Migrate SQL Server Databases from one server to another on-prem or Cloud Platform (Azure, AWS)
• Manage platform changes through change request process & provide status reports to the relevant parties.
• Follow Proper Change Control Procedures.
• Monitor the agreed service level, document & maintain the configuration of platform; provide regular reporting to relevant parties.
• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures.

Required Technical and Professional Expertise

• Good operational experience of data administration, with data analyst and data science exposure.
• Solid Experience in Always on SQL Server Technology.

Location: Guadalajara, Jalisco

Experience: 8+ years

Positions: 50

Roles & Responsibilities

• Work closely with multiple Technical Partners to produce end to end delivery plans that ensures operational rollouts and service transition.

Required Technical and Professional Expertise

• A Techno commercial IT professional having work experience in the area of Solution Architect & Pre-Sales.
• The partner ecosystem would be dedicated towards Cloud Business
• Ideally candidates with exposure in Global markets across US, UK, Continental Europe, APAC including Indian market will be preferred.
• Strong architecture & design experience of Deploying Enterprise applications on AWS.
• Strong in AWS engineering & Automation
• Experience of Native networking & security solutions on AWS.
• Expertise of Native AWS services such as Cloud Watch, Cloud Trail, Config Mgr, Guardduty
• Hands on scripting experience using Cloud formation, Python & Shell
• Experience of AWS database technologies RDS., RedShift, Dynamo DB etc
• Strong Networking fundamental and concepts.
• Expertise in AWS PaaS services like Lambda, Kinesis, SQS, etc.

Must Have Certifications -

• AWS Certified Solution Architect-Professional Level
• AWS Certified DevOps Professional
• AWS Specialty Certification - Networking or Security (Either 1 will do)

Location: Guadalajara, Jalisco

Experience: 2.5-5 Years

Positions: 1

Roles & Responsibilities

• Provide technical oversight of the creation and maintenance of all networking configurations
• Provide day-to-day communication/network operation and maintenance
• Actively participate in Major inclident calls and troubleshoot Network related issues
• Configure, install, and troubleshoot Cisco routers, switches and various other network components SNMPv3 network monitoring applications
• Assist with development and execution of test plans and supporting documentation of all network configuration changes, additions or revisions for customer approval before implementation
• Develop, maintain and analyze network architecture designs
• Managing and Troubleshooting knowledge in Application basis F5 Load balancer
• Followed ITIL methodologies strictly on network changes, requests and implementation

Required Technical and Professional Expertise

• Hands on experience in Nexus 9K, 7K, 5K & 3K, Cisco ASR & ISR Routers
• Hands on experience in TACACS+, SONET Controllers, AAA & Syslog
• Having knowledge in the Implementation of traffic filters on Cisco routes using Standard, extended ACL, prefix list and Route map
• Hands on experience in VSS, VPC, VDC, L2&L3 Switching, ISE authentication Technology
• Hands on experience in implementing and troubleshooting complex layer 2 technologies such as VLAN Trunks, VTP Ether channel and STP
• Implementation of HSRP, VRRP and GLBP for Default Gateway Redundancy
• Knowledge on troubleshooting, implementing, and testing of static and dynamic routing protocols such as RIP, EIGRP, OSPF and BGP
• Having knowledge in the Implementation of traffic filters on Cisco routes using Standard, extended ACL, prefix list and Route map

Location: Guadalajara, Jalisco

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• The Customer Engagement Manager (CEM) is responsible for customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
• The CEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal initiation for a range of customers.
• The CEM is also expected to maintain customer satisfaction
• This role provides expert support in operations and facilitates the service lifecycle.
• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Facilitates service kick off for customers
• Ensures periodic service reviews to track the service quality across a range of customers
• Contributes to onboarding/transition projects
• Contributes to the overall service/project delivery according to planned scope, budget, and milestones
• Supports in de-escalations of critical customer situations
• Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams
• and SAP Product Support, as applicable
• Executes technical feasibility studies / solution reviews (if applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
• Executes and supports problem management and continuous improvement
• Support customer satisfaction surveys
• Reviews SLA service credit cases
• Supports commercial change requests
• Contributes to the liaison with different SAP stakeholders, esp. (Digital)
• Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

Required Technical and Professional Expertise

• Engineering graduate with minimum 4+ years of work experience in customer facing role (consulting, IT services etc.)
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
• Strong knowledge of IT Service Management, SAP Basis and SAP Application
• Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals are plus
• Cloud architecture and IT technical infrastructure know-how
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals
• Proficiency in English and Spanish (Written and verbal)

Location: Guadalajara, Jalisco

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• Server Performance Monitoring
• Monitoring and optimizing performance for various services (i.e. Apache, JBoss, Tomcat), OS resources (memory, CPU, disk IO)
• Patching, Storage and Network troubleshooting
• Hands on experience on virtual (VMware) and Physical Servers (Cisco UCS, HP)
• Experience on Storage (NAS/SAN) Migrations across different hardware platforms.

Required Technical and Professional Expertise

• Excellent knowledge of Red hat Linux, LVM configuration & managing LVM
• Install / Upgrade High Availability / Clustering environment.
• Managing NFS/Auto-FS on Linux/
• Migration of Linux Servers and storage migration both physical and virtual
• Ability to Install/Configure and Manage Linux Based VMware
• Knowledge on UNIX Shell scripting
• Ability to take ownership of the issues and provide RCA
• Experience on Storage (NAS/SAN) Migrations across different hardware platforms.
• Strong Skills on Linux- LVM
• High level of analytical and problem-solving abilities.

Location: Guadalajara, Jalisco

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• VMware administrator is responsible for monitoring and managing systems that operate through VMware products and services.

Required Technical and Professional Expertise

• VMware ESXi 6.0 and 6.5 experience
• Knowledge in RCM, Zombieload etc.
• Experience in all vCenter activities/troubleshooting/upgrades
• Hands on experience in HP & DELL Servers hardware
• Hands on experience in Data Center virtualization of HP Oneview / Flex fabrics
• should have worked on Storage vMotion / VM migration/ESXi upgrades
• Troubleshooting knowledge of virtualization hardware
• Experience in SDDC environment with SCALEIO storage
• Knowledge on VMware NSX virtualization & Firewall

Location: Any City of Mexico- this position is remote

Experience: 2.5-5 Years

Positions: 1

Roles & Responsibilities

• SQL Server Database Administrators are responsible for the implementation, configuration, maintenance, and performance of critical SQL Server RDBMS systems

Required Technical and Professional Expertise

• Experience in database administration, information technology, database architecture, or a related field
• Experience with Linux and Windows Server environments
• Extensive experience with database technologies
• Experience with cloud services
• MCSE/MCSA certifications preferred
• Bachelor’s degree in computer science or a related field
• MySQL, MS SQL, PostgreSQL Oracle, MongoDB
• AWS, Microsoft Azure

Location: San Pedro Garza García, N.L Mexico

Experience: 8 years

Positions: 1

Roles & Responsibilities

• Communicate with the customer and be able to present solutions to customers at CIO, CXO level
• open for 24x7 environment.
• Conduct technical trainings to internal resources

1. To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
2. To ensure positive customer feedback and satisfaction through active participation in customer meetings to understand any issues faced
3. To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning
4. To perform value addition activities (such as mentoring administrators or team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition, act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required.
5. To ensure on-time resolution and quality compliance of escalated tickets or incident as per the agreed SLA

Required Technical and Professional Expertise

Technical skills:

• Routing protocols EIGRP, OSPF, BGP
• LAN Switching VLAN, VTP, STP, EtherChannel, CoS
• WAN MPLS, MPLS/VPN, MP-BGP
• TCP/IP protocol suite, Quality of Service
• Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.
• Network Security - IPSec VPN, AAA Architecture, TACACS+, RADIUS, firewalls
• Data Center Architecture Network, Server, Storage
• Excellent hands-on experience on the following products:Cisco Catalyst 6500 and other Catalyst Series switches
• Cisco Nexus 7K/5K/2K Series of switches
• Cisco Routers 3800, 3900, 7600 Series
• Cisco IOS Software
• Wireless LAN technologies Cisco or Aruba
• WAN Acceleration/optimization Cisco WAAS or Riverbed
• Load balancers Symbol, F5 BigIP LTM/GTM/Juniper or Cisco ACE/GSS
• Firewalls-Cisco ASA Firewall, Juniper SSL VPN
• Network Management HPOV, NNM, SolarWinds, ORION etc.

Location: Guadalajara, Jalisco

Experience: 4 Years

Positions: 4

Roles & Responsibilities

• Responsible of development and support java applications
• Scrum meetings every day

Required Technical and Professional Expertise

• Good communication skills with the client.
• Experience in Java
• Web Services (REST).
• JavaScript (ES6)
• React
• PowerShell
• Git
• Node.js
• C# (.Net framework or .net core ) is an added advantage

Location: Guadalajara, Jalisco

Experience: 2.5-5 years

Positions: 2

Roles & Responsibilities

• Accept & registers Service Calls Classify Service Calls according to the specified options Execute 1st attempt to solve the Service Call Refer Service Call to the appropriate Resolution Owner Support Group Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate management level when thresholds are violated. Close Service Call Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Report about Service Calls Communicate response times for dispatched tickets to the customers Manage the entire service request process ensuring adherence to SLA Execute service requests such as setting up NT/Outlook accounts as per the SLA Process and send IT reports Required Experience.

Required Technical and Professional Expertise

• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox)

Location: Guadalajara (Remote)

Experience: 2.5-5 Years

Positions: 4

Roles & Responsibilities

• Effective and prompt communications with clients and internal staff/management
• Technical mentorship for security analyst team
• Generate and maintain operational process and training documentation
• Provide input to constantly improve our products and services to add value for our customers and shareholders
• Handle any additional maintenance and/or service related activities as they arise
• Obtain and/or maintain up to date certifications for all products supported
• Analysis, recommendation and implementation of new technologies

Required Technical and Professional Expertise

• BS/MS qualified (favorable - IT, Computer Science, Electrical Engineering).
• CCNA , JNCIA-Junos
• ITIL Foundation V3
• CCNP – Routing & Switching/Wireless / JNCIA-Junos
• ACMA or ACMP, F5 Certification
• Experience in a technical network engineering role
• Specialized in supporting different makes of network devices Cisco, Aruba, HP etc
• Advanced understanding in configuring and troubleshooting Routing protocols like RIP, EIGRP, OSPF, ISIS and BGP
• Advanced understanding in configuring and troubleshooting Routing protocols like RIP, EIGRP, OSPF, ISIS and BGP
• Should have experience in monitoring and troubleshooting wireless network and WAP
• Understanding of Gateway redundancy protocols like HSRP, VRRP, GLBP
• Complete Understating of routers, switches, firewall, WAP such as Cisco, Aruba, HP etc
• Should have understanding of GRE, IPsec, site to site VPN, DMVPN
• Good Communication skill required
• Should have experience in troubleshooting complex network issues

Location: Guadalajara (Remote)

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• Effective and prompt communications with clients and internal staff/management
• Technical mentorship for security analyst team
• Generate and maintain operational process and training documentation
• Provide input to constantly improve our products and services to add value for our customers and shareholders
• Handle any additional maintenance and/or service related activities as they arise
• Obtain and/or maintain up to date certifications for all products supported
• Analysis, recommendation and implementation of new technologies
• Other Duties as assigned
• Experience should include security policy development, security education, Network Penetration testing, Application vulnerability assessments, risk analysis and compliance testing.
• Knowledge of IT Security technologies, Operating Systems, Database, routing and switching, and endpoint security solutions
• Exposed to best practice design & Implementation methodology
• Experience with Problem and Change Management processes and applications.

Required Technical and Professional Expertise

• Candidate must be good with Checkpoint, Fortinet, Cisco firewalls and Multi-Domain Security Management
• Troubleshoot, diagnose, and solve customer issues
• Implement change requests for managed security customers, providing 2nd & 3rd level troubleshooting support
• Point of technical escalation for Security engineer L1 & L2
• Knowledge of information security standards (e.g., ISO 17799/27002), rules and regulations related to information security and data confidentially (e.g., FERPA) and desktop, server, Application, database, Network security principals for risk identification and analysis.
• ASA policy management (making changes to the ACLs, Objects, policies)
• Expertise in Site-to-Site VPN, Remote VPN & Proxies.
• Exposure to Juniper, Checkpoint, Palo Alto & Cisco products.

Location: Guadalajara (Remote)

Experience: 7-12 Years

Positions: 1

Roles & Responsibilities

• Manage the P & L of the project and ensure we achieve / overachieve the allocated revenue targets and profit margin and control the cost as per the plan
• Expansion of services to fill all gamut’s of infrastructure-increase breadth
• Focus on project opportunities and transformation initiatives
• Automation in service delivery – Encourage automation in service delivery to improve response and service.
• Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services.
• Utilization – Manage the optimal utilization of resources and manpower to deliver the agreed services to customer.
• Billing – Ensure prompt billing/ invoices reaches customer as agreed upon and coordinate with customer VMO team
• Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCLTech and for the steering committee meetings with the customer.
• Conduct regular in-depth service and process audits. Ensure the project team fully aligns to the audit requirements and be in compliance with HCLTech’s directions. Conduct internal audit review and assist in the external audit process and procedures.
• Employee retention, motivation and training - Responsible for resource intake, plan necessary training, resource rotation, motivation. Attrition to be controlled within the baselines allocated. Optimization of resource utilization through de-skilling and up skilling as necessary
• Responsible for operation, meeting SLA’s and end to end delivery
• Involve in Problem management and drive service improvement initiatives. Oversee daily operations and ensure delivery without any issues
• Point of contact for all escalations
• Present Weekly, Monthly and Quarterly review with customer
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines
• Value add to customer-YOY by working closely with the Transformation and Consulting group for:
• Architecture gap assessment studies
• Overall SLA management – Operation interaction with technologies Lead / Service Owner
• Overall Customer Satisfaction – Ensure we score high marks in the CSAT conducted.
• Overall employee satisfaction

Required Technical and Professional Expertise

• Experience as a SDM, Experience in Service desk and help desk management
• ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines
• Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization.

Location: Guadalajara (Remote)

Experience: 7-12 Years

Positions: 1

Roles & Responsibilities

• Oversee all aspects of day to day operations in private Datacenters and Microsoft Azure cloud.
• Actively monitor, optimize, and respond to infrastructure issues and incidents to maintain overall health and security of infrastructure services.
• Coordinate the activities of the TMs, giving direction in complex projects and overseeing IT infrastructure activities
• Participate in the creation of the department strategy and planning, co-creating the strategy and procedures for IT infrastructure management in alignment with business goals

Required Technical and Professional Expertise

• Experience as a IT Manager
• Experience in supporting customers Private and Public cloud SaaS based deployment.
• Experience in making data-driven decisions.
• Experience with ITIL Framew

Location: Guadalajara (Remote)

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• SQL Server Database Administrators are responsible for the implementation, configuration, maintenance, and performance of critical SQL Server RDBMS systems
• Responsible for planning, designing and implementing Application Releases/ Deployments and troubleshooting application job failures

Required Technical and Professional Expertise

• Experience working on SQL Server 2008, SQL Server 2012 and Knowledge of SQL Server 2014
• Proficient in Performance Tuning, Query Optimization, Client/ Server Connectivity.
• Knowledge of Maintaining Resource Consistency and Server Configuration consistency across all environments of SQL
• Experience in SQL Migration Planning and DR planning
• Experience in CDC, Data Masking and Powershell
• Experience in Virtualization and troubleshooting clustering
• Troubleshooting knowledge of Stored Procedures directly with Application Owners for Performance improvement
• Must have experience in Replication, Virtualization, Log shipping, Disaster Recovery , High Availability, Automation Scripting and Clustering
• Working knowledge on SSRS/ DTS and SSIS
• Must have Microsoft DBA certification

Location: Guadalajara (Remote)

Experience: 4.5-8 Years

Positions: 1

Roles & Responsibilities

• Analyze Problems & escalate to appropriate Levels.
• To perform in 24 x 7 Environment in shift roaster
• Work with Change & Problem Management Tools
• Create regular reports for Management requirements.
• Problem determination and resolution within Expected time frame.
• Perform Root Cause Analysis for the incidents.
• Identify and recommend improvements to existing processes.
• Escalations handling.
• Coordination with Server managers/other teams.
• Assume personal responsibility for resolving problems in most effective way possible within SLA reaching root cause and preventing problems.
• Adhere to all the account specific technical as well as general process / procedures.
• Ensure the Service Requests and all pre-requisite checks are followed diligently

Required Technical and Professional Expertise

• Experience configure and manage Windows 2008 /2012 AD, DHCP and DNS services.
• Extensive experience with server virtualization technologies
• Strong understanding to Exchange, Citrix and Active directory required
• Hands on experience scripting complex automation activities
• Strong knowledge of VMware VSphere Enterprise 5.5 +
• In depth applied knowledge of monitoring vCenter Operations, VM tuning and capacity planning
• Knowledge of VMware VCAC, and VCO automation components
• Experience with IBM, HP, and Cisco UCS server hardware
• Scripting Experience with Powershell, VB, or Perl

Location: Guadalajara

Experience: 4.5-8 years

Positions: 1

Roles & Responsibilities

• Ensure all NMS tool compliance with regulatory and security standards.
• Maintenance, configuration, and reliable operation of network tools and servers.
• Integration of all network monitoring systems with other platforms.
• Install and upgrade software, manage virtual servers, and integrate automation processes.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Provide documentation and technical specifications to Network for planning and implementing new or upgrades of IT infrastructure
• Design and implement automation for tools to deliver to logging pipeline, tool backup pipeline, event management pipeline
• Design and implement automation for privileged access management

Required Technical and Professional Expertise

• Good communication skills
• Extensive DevOps Experience
• Extensive Network Programing, Coding, Scripting Experience
  • Python*
  • Ansible
  • Bash Scripting
  • Power Shell
• CCNA or equivalent
• Routing and Switching platforms
  • Cisco
  • Arista
• Network Programing, Coding, Scripting Experience
  • JSON
  • CURL
• Documentation of existing and new solutions
  • Knowledge Articles
  • Visio Network Diagraming
  • Data Flow Diagrams•
• Administration of network Management systems applications
  • SWAT Analysis
  • Technical suggestions on architecture and enhancements
  • Architecture Design
  • Application implementation and configuration
  • Application automation and integration
• Good Concept of Network change control processes
• Network device troubleshooting
• Routing and Switching, DCHP, DNS, Infoblox, Routing protocols, ACL's, class and route maps, multicast PIM, LDAP, AAA, SAML 2.0, Okta SSO,
• Experience in the enterprise IT Operations environment
• Software Developer with interest in networking
• Solid Linux/Windows Server Administration Skills

Location: Guadalajara, Jalisco

Experience: 2.5-5 years

Positions: 10

Roles & Responsibilities

• Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure.
• Act as a first point of escalation/consultation for the team on all technical, procedural and processes related queries.
• Manages the team during respective shift.
• Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example (Moogsoft, Splunk, iTOM, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO and ITSM Tools like Service Now, Cherwell, Remedy, HPSC etc.)
• Update, maintain Runbook, Other Technical documents, SOPs and all respective documents
• Ensure proper shift handover to the next shift.
• Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the business.
• Act as a trigger for the critical incident management process by involving the technical & incident management team.
• Collaborate with respective stakeholders and provide accurate & timely updates
• Train & absorb the level 1.5 troubleshooting and other operational tasks from the various technical tracks.
• Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alerts on time
• Coordinate all faulty hardware replacement, capacity expansion, server installation/decommissioning & other project management initiatives with the vendors, partners, internal teams.

Required Technical and Professional Expertise

• University education post High school (B.Sc. or BCA or Diploma)
• Diploma in Information Technology. Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE.
• Working experience in Information Technology with respect to Alert Monitoring / Management experience
• Experience as a Lead or Manager
• Preferably ITIL certified.
  • Should be aware of ITIL’s Event, Incident, Problem and Change management module
• Sound knowledge or Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job Scheduling or Cloud computing.
• Should have worked in high pressure work environments and ability to multitask.
• Excellent Verbal & written communication skills.
• Hands-on experience with the following:
• Any alert monitoring tool
  • e.g.: Moogsoft, Splunk, iTOM, Net cool, Tivoli, HP OVO, HP NNM
  • Solarwinds, SCOM, Dynatrace, AppDynamics,
  • ITSM Tools like Service Now, Cherwell, Remedy, HPSC

Location: Guadalajara, Jalisco

Experience: 7 - 12 years

Positions: 4

Roles & Responsibilities

• Act as a Technical Manager or Technical Lead for Command Center Operations
• Provide Team management tasks for Team o Roaster management.
• Lead will be the first point of escalation for all the issues pertaining to Command Center Operations
• Always Mentor , coach & motivate the team.
• Manage & minimize attrition within the team as per prescribed levels.
• Encourage team for upgrading skills
• Guide team members in formulating a career plan and align appropriate trainings.
• Conduct & arrange trainings for the teams as per requirement.
• Maintain & update documents in a central repository for the benefit of the team.
• Identify & initiate service improvement plans for the team and ensure its successful closure.
• Monitor & evaluate individual efficiency & performance and provide constructive feedback.
• Ensure teams compliance with approved SOP’s & processes.
• Report metrics with regards to team’s performance, productivity & efficiency to the senior management.
• Define team KRA’s and evaluate yearly
• Interface with internal support teams (HR, Facilities, IT Support, Telecoms and Transport)

Required Technical and Professional Expertise

• University education post High school (B.Sc. or BCA or Diploma)
• Diploma in Information Technology. Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE.
• Experience in Information Technology with respect to Alert Monitoring / Management experience
• Experience as a Lead or Manager
• Preferably ITIL certified.
  • Should be aware of ITIL’s Event, Incident, Problem and Change management module
• Sound knowledge or Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job Scheduling or Cloud computing.
• Should have worked in high pressure work environments and ability to multitask.
• Excellent Verbal & written communication skills.
• Hands-on experience with the following:
• Any alert monitoring tool
  • e.g.: Moogsoft, Splunk, iTOM, Net cool, Tivoli, HP OVO, HP NNM
  • Solarwinds, SCOM, Dynatrace, AppDynamics,
  • ITSM Tools like Service Now, Cherwell, Remedy, HPSC

Location: Guadalajara

Experience: 1 - 2 years

Positions: 30

Roles & Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or video call for customers or end users
• Classify Service Calls according to the specified options Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
• Coordinate with level 2 and 3 and support staff that provide hardware / software /

Required Technical and Professional Expertise

• High school (B.Sc. or Diploma)
• 1 year of experience help desk, customer service, and support experience with problem solving involving hardware, software, and networks
• Phone support experience is mandatory
• Technical helpdesk or technical call center experience is necessary (6 months)
• Willing to work Monday to Friday
• Great level of English, both spoken and written