Digital Operations Center Engineer

• Support for the coordination of 24x7 operations of the 1st line of the Digital Operations Center
• Ensure continuous, effective, and SLA-aligned response to incidents, service requests, and critical events in compliance with ITIL, ISO 20000, and ISO 27001
• Structured communication of major incidents to strategic stakeholders
• Ensure proper escalation, visibility, and effective coordination of resources required for rapid and efficient resolution
• Continuous updating, review, and optimization of operational playbooks for L1 teams
• Management and reporting of IIMC operational indicators including response times, service availability, system performance, and equipment status
• Strategic alignment of processes, operational actions, tasks, and reporting with the L2 team, CORE digital areas, E-REDES asset management, and Product Owners of critical applications
• Monitoring of the IIMC equipment lifecycle including registration and management of inventory and operational data

• Degree in Computer Engineering, Electrical Engineering, or similar fields
• Experience in critical operation environments with focus on monitoring, incident management, supervision of technological infrastructures, and support activities for field operational teams
• Knowledge of best practices and international standards, namely ITIL, ISO 20000, and ISO 27001
• Ability to work in a team and build effective relationships with different areas and stakeholders
• Proactive and structured approach to identifying and resolving issues
• Competence in analyzing data and indicators to support decision-making
• Ability to convey technical and operational information in an accessible manner
• Organization and efficiency in handling multiple simultaneous tasks
• Ability to take initiative and commit to achieving results
• Careful assessment of complex situations to make informed decisions
• Commitment to the ongoing evolution of processes, practices, and skills

Certifications in ITIL, ISO 20000, and ISO 27001 standards

• Positive and innovative work environment that promotes collaboration and agile decision-making
• Flexible, healthy, and inclusive workplace
• Development and internal mobility opportunities