Operator Agent Intermediate

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.

They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.

Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights. 

We are currently searching for an Operator Agent – Intermediate (IT Operations Monitoring):

Responsibilities:

• Monitor batch processes across various scheduling tools to ensure 99.9% availability.
• Operate central and satellite batch systems across LATAM entities to provide high service availability.
• Report, escalate, and follow up on incidents during 24x7 operations and be prepared to respond to any contingency.
• Handle requests and requirements via ServiceNow following established standards and procedures.
• Execute and document the operational logbook (GEMS) and follow established checklists and procedures.
• Perform banking closures and provide operational support aligned with standard protocols.
• Monitor AS400 console messages and respond accordingly.
• Complete daily operational reports and document incidents using ServiceNow.
• Attend meetings with IT and business areas for operational planning and review.
• Support issue resolution while adhering to predefined roles and operational responsibilities.

Requirements:

• Bachelor’s degree or equivalent in IT or a related field (recent graduates welcome, max 2 years out).
• 1+ years of experience in IT or IT operations.
• Intermediate knowledge of Microsoft Office.
• Ability to work under pressure in a high-availability, fast-paced environment.
• Availability to work in 24x7 shifts.
• Strong communication skills and ability to escalate and follow up on technical issues.
• Basic conversational English ability.

Desired:

• Knowledge of AS400 IBM iAccessClient.
• Familiarity with ServiceNow.
• High level of mental focus, deductive reasoning, and analytical skills.
• Teamwork, adaptability, and proactive problem-solving mindset.
• Female candidates preferred (as per client indication).

Languages:

• Intermediate Oral English.
• Native Spanish.

Notes:

• Hybrid (Mexico City).

If you meet these qualifications and are pursuing new challenges, Start your application to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/.