NOC Manager

Description Group Corporate INVEX More than 30 years of experience in the Mexican financial market. We are looking for talent to join our team as: NOC MANAGER/SERVICE DESK RESPONSIBILITIES MAINLY: Direct and supervise the continuous operation of the Service Desk and the NOC, ensuring the attention and monitoring of critical systems and applications 24 hours a day, 7 days a week. Ensure permanent monitoring of infrastructure, applications, and services; identify and resolve incidents in real-time; provide technical support to users; and maintain accurate records of all activities performed. Coordinate with other teams to ensure seamless integration and communication. Develop and implement processes and procedures to improve service quality and efficiency. Analyze and report on key performance indicators (KPIs) to measure the effectiveness of the Service Desk and NOC. Collaborate with the IT department to identify and prioritize technical requirements and solutions. Provide guidance and training to team members to ensure they have the necessary skills and knowledge to perform their duties effectively. Ensure compliance with company policies, procedures, and regulatory requirements. Develop and maintain relationships with stakeholders to understand their needs and expectations. Participate in continuous improvement initiatives to enhance service quality and customer satisfaction. Coordinate with vendors and suppliers to resolve technical issues and improve service delivery. Provide technical support to users through various communication channels (phone, email, chat). Ensure the confidentiality, integrity, and availability of sensitive information and data. Develop and maintain a comprehensive knowledge base of IT-related topics and solutions. Participate in on-call rotation to provide 24/7 support for critical systems and applications. Coordinate with other teams to ensure seamless integration and communication. Provide technical guidance and training to team members to ensure they have the necessary skills and knowledge to perform their duties effectively.