? Mexico City | Hybrid Model ? 24/7 Operations Environment
Are you passionate about technology, incident management, and keeping critical business systems running at their best?
We're looking for an IT Command Center Analyst to become a key player in our integral IT Service Management Command Center. This role is perfect for professionals who thrive in fast-paced environments, enjoy problem-solving, and are driven by operational excellence.
What You'll Do
✅ Monitor enterprise systems and dashboards in real time
✅ Validate and triage alerts, assessing business impact and severity
✅ Execute incident runbooks and perform first-level troubleshooting
✅ Escalate issues to technical teams and coordinate incident response
✅ Create and maintain accurate incident documentation and shift handovers
✅ Support major incident management activities and post-incident reviews
✅ Collaborate with Service Desk, Infrastructure, Security, and Application teams to ensure service continuity
What We're Looking For
? 2-4 years of experience in IT Support, Technical Support, NOC, SOC, Monitoring, or Command Center environments
? Experience with incident management, troubleshooting, alert monitoring,
and escalation processes
? Knowledge of ITIL Incident & Request Management practices
? Experience with ServiceNow, Jira, Remedy, or similar ITSM tools
? Strong communication skills with both technical and non-technical stakeholders
? Ability to work in a rotating 24/7 operational environment
Nice to Have
⭐ ITIL Certification
⭐ CompTIA A+ / Network+
⭐ Experience supporting enterprise environments and critical incidents
⭐ Knowledge Management, Post-Incident Reviews, and Continuous Improvement experience
Why Join?
You'll bring your authentic self to work while helping support the technology that powers a globally recognized brand. You'll gain exposure to enterprise-scale operations, collaborate with diverse technical teams, and play a critical role in ensuring operational excellence across the organization.
? Interested or know someone who could be a great fit?