IOC Team Lead

The IOC Team Lead manage a team of IOC Specialists to ensure the necessary parameters to consider that a good level service is being provided in the monitoring of our and customer infrastructure and resolve any major incident that appear. Job responsibilities that are specific to the position: Manages customer the necessary parameters to consider that a good level service is being provided. Communicates operational issues and relevant business information to the team. Facilitates personal development of team members: Determines baseline performance and identify development gaps; coaches’ technical skills of subordinates, identifies teams’ development priorities / training needs & solutions. Ensure staff well-being; facilitates effective teamwork and conflict handling. Facilitates implementation of change through support and implementation of change initiatives. Planning, scheduling, coordinating of activities & resourcing for the team. Facilitates clear understanding of individual responsibilities; assigns work to individuals and sets priorities (day to day); sets deadlines and standards for performance. Monitoring team’s productivity and operational performance and takes rectifying action if required (focus on analyze trends and issues and to develop solutions). Implements and executes the governance framework; ensures effective use of integrated corporate tools; and manages compliance to processes, procedures, and standards. Professional Skills: Fluent English language skills required: verbal and written communication. Self-motivated and disciplined. Strong stakeholder relationship management skills. Strong investigative and analysis skills. Strong technical and process design and implementation skills. Strong communication and presentation skills along with the ability to work in a highly collaborative environment. Ability to work creatively and analytically in a problem-solving environment. Manages multiple priorities in a high-pressure environment. Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups. Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications. Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred. Technical skills: 3 year of experience in a Customer Service monitoring operational environment. Good technical understanding of IT fundamentals Good Knowledge in ITSM tools. Good technical understanding of O.S. like Windows, Linux and AIX. Good technical understanding of Hypervisor technologies like VMWARE, Hyper-V and Acropolis. Good technical understanding of network devices and configuration. Good technical understanding of Storage and Backups. Good technical understanding of databases. Good technical understanding of emerging technologies.

Location: Puebla, Mexico, MX

Posted Date: 8/25/2025