Job Information
IBM Entry Level Incident Management Handler (Monterrey Office) in Ciudad de México, Mexico
Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you'll love your career at IBM.
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
- NIST Cybersecurity Framework (CSF)
About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
Your Life @ IBM
About IBM
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.