Incident Management Handler (Monterrey Office)

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities

• Receive tickets from the automated integration between ticketing systems and manual incidents open by CEMEX Security Organization IT Heads third party stakeholders
• Open security related tickets upon Cemex requirements in the ISM tool and in the VSOC portal.
• Track progress of open tickets.
• Provide escalation and exception handling for problems consistent with IBM established procedures on Supplement E Exhibit 3 “Service Levels”.
• Upon resolution of the problem request close the ticket.

Required Technical and Professional Expertise

• Advanced English for writing and speaking
• Availability to work in person at our client’s office in Monterrey 3 to 4 times a week
• Over 1 year (1+) of experience in security incident management.
• Bachelor’s degree in Computer Information Systems Telecommunications Engineer.
• Professional in incident management processes.
• Knowledge of ITIL fundamentals.
• Information security skills.
• Basic knowledge of COBIT.
• Knowledge of security incident management processes and procedures.
• Knowledge of security infrastructure from an operational perspective.
• Demonstrated skills in interpersonal and verbal communication.
• Demonstrated skills in written communication.
• Ability to handle multiple tasks.
• Proven problem-solving and resolution skills.
• Domain of the MITRE ATT&CK framework.

Preferred Technical and Professional Expertise

• Certified Information Systems Security Professional (CISSP)
• NIST Cybersecurity Framework (CSF)