Especialista de TAC - Monterrey, México - CPKC

Descripción

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit to learn about the CPKC advantage, our purpose and culture.

Description

The Specialist, Technical Assistance Centre provides 24X7 monitoring and technical support response services (Tier 1 – Tier 1.5) for a broad array of IS system including telecommunication, digital radio, network, datacenter, servers, applications, and wayside equipment. The role is responsible for standardized documentation, configuration, maintenance and operation of monitoring tools, Application Performance Management, and AIOps platforms as well as operational reporting. Technical support provided by the role would be initial triage and response to trouble alerts based on defined playbooks and knowledgebase articles with escalation to advance knowledge teams if initial triage and response does not resolve the trouble ticket.

Accountabilities

• Documentation, configuration, management and operation of monitoring, application performance management, and AIOps tools.
• Provide triage and initial incident response to trouble tickets generated by system monitoring, application performance management, and AIOps tools.
• Post incident problem management activities against critical incident to include root cause analysis and technical gap closure.
• Operational system performance and SLA reporting.
• The role provides system monitoring and response services for IS systems across the entire network including train control and OT systems.

Ideal Candidate Qualifications

Required

• Bachelor's degree from an accredited university or college or enrolled in an accredited program with less than one year until graduation, or equivalent combination of education and experience.
• CCNA Certification.
• ITIL Foundations certificate.
• Preference given to candidate with the following training / certification:
• • CCNP Enterprise.
  • Cisco Certified Specialist - Data center core.
  • Microsoft Technical Associate
  • Microsoft Azure Cloud
  • AWS Cloud
• One year experience working with the following program languages: .NET, Java, SQL, C++.
• Two years of experience configuring, managing, and operating monitoring tools.
• Four years of experience monitoring IT infrastructure and applications.
• Knowledge of industry best practices on Infrastructure and Application monitoring, alerting, and response technologies and practices.
• Knowledge of network technologies and equipment from industry leading vendors such as Cisco, F5, Aruba, etc.
• Knowledge of datacentre, computing technologies and operating systems including Microsoft Windows Server, SUSE Linus, Redhat Linux.
• Knowledge of database operations.
• Skilled responding to and resolving operationally impacting IT incidents following ITIL best practices.
• Skilled in using Microsoft productivity tools and ServiceNow.
• Capable using online learning management systems and learning new tools and procedures in a short period of time (weeks vs months).
• Fluent in written and spoken Spanish and English (advance level).

Working Conditions

• Occasional periods of moderate physical activity
• Occasional periods of stress when managing critical incidents
• This position will have a regular full-time schedule with 24X7 coverage utilizing shifts. Evening and weekend shifts are expected.
• This role rotates shifts, this role is not on on-call support.

We Offer

• Complete health and welfare benefits package
• Competitive salary
• Incentive plan
• Vacation plan

Additional Information

CPKC reaffirm our declaration of commitment to labor equality and non-discrimination by explicitly declaring the prohibition of requesting medical test of non-pregnancy and HIV as requirements for employment.

Through the previous statement, it is allowed to be known to our internal and external applicants through our publications of vacant positions, providing an inclusive environment for all applicants, however, in critical roles that involve security for our environment, specific tests may be taken for some positions, which is established by the government, we compromise to guarantee a safe and secure environment with zero tolerance for discrimination, aligned with our principles of labor equality and non-discrimination.

EEO Statement

We value a culturally diverse workforce and are proud to be an equal opportunity employer while providing reasonable accommodations for all employees. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other legally protected basis, in accordance with applicable law. The talent selection process for vacant positions at Kansas City Southern de México, S.A. de C.V. (KSCM) is governed by the principles established in its Labor Equality and Non-Discrimination Policy, in accordance with the provisions of section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED), and applies to applicants internal and / or external alike. In addition, KCSM does not request clinical tests and / or desk tests from applicants as part of the decision-making process during selection.

Company Overview

In 1887, Arthur Stilwell constructed a north-south railroad while others were heading east and west, setting the tone for a century-old legacy of outstanding vision; entrepreneurial spirit; resilience in the face of adversity; and, willingness to challenge conventional wisdom. Building on that legacy, our culture is further defined by a new vision for the future and a core set of values - Safety, Customer Focus, Communication, Teamwork, Initiative & Innovation, and Diversity & Civility. We believe that the way we do business is as important as the business we do.

In addition to a culture that allows employees to thrive, we encourage resourcefulness with an award, recognizing employees who see a problem (or opportunity), find a solution, and use whatever authority and resources are available to get a job done well - accomplishing what was previously thought could not be done. If you want to do work that is creative and strategic, be heard, grow professionally, be valued by your employer, and know that you are making an important contribution to an essential industry, a global supply chain, and the larger economy, Kansas City Southern may be the place for you.