IT Operation Center Agent

BRP

  • Ciudad Juárez, Chih.
  • Permanente
  • Tiempo completo
  • Hace 1 mes
We are seeking a highly motivated and skilled Operation Center Agent to join our team. This role is integral to ensuring the continuous health and performance of BRP’s global IT ecosystem, encompassing network infrastructure, corporate solutions, and critical applications. The Operation Center Agent will play a key part in proactive monitoring, rapid incident response, and contributing to the overall stability and efficiency of our IT operations.YOU’LL HAVE THE OPPORTUNITY TO:Proactive Monitoring & Event Management:As Operation center agent, your core function is to serve as the first line of response for maintaining the health and stability of our application and network infrastructure. You will be responsible for the immediate and systematic handling of system-generated alarms by following precise, documented procedures to ensure rapid service restoration..Manage advanced monitoring tools to ensure real-time visibility into the performance and availability of all production systems, batch jobs, and critical business processes.Incident & Problem Management:Act as an extension to the Global Service Desk and Cyber Security team, supporting the incident management process through effective triage, escalation, and resolution activities.Coordinate the timely resolution of incidents including major incidents, acting as a central point of contact for all relevant stakeholders.Facilitate clear and concise communication of incident status updates to business stakeholders and I&T teams.Change Management Oversight:Monitor post-maintenance and change activities across the entire IT infrastructure to validate successful implementation and ensure all systems are operating as planned.Operational Excellence:
Alarm triage and validationContinuously monitor the dashboards and tickets queues for incoming alarms related to network device health, circuit status and performance degradation.Promptly acknowledge new alarms and perform initial validation to rule out false positives for duplicates of known issues.Execute a step by step runbook on established frequency to validate systems jobs performance and follow triage process if running out of specifications.Ensure all production and batch jobs execute and complete on schedule, proactively addressing any delays or failures.Assist with the monitoring and maintenance of data center facilities and computer room HVAC systems, ensuring optimal environmental conditions for IT equipment.Initiate contact and coordinate with third-party service providers as part of incident response and resolution efforts.
Runbook identification and executionBased on specific alarm type and affected device or service, quickly locate the corresponding runbook from our knowledge baseMeticulously execute the step-by-step procedures outlined in the runbook.
Document and EscalationMaintain a clear and concise log of every action taken within the corresponding incident ticket. You will document the runbook used, the results of each step, and any relevant data gathered during troubleshooting.Update runbooks used if necessary with approval of direct supervisor and runbook owner.Resolution verification and feedbackAfter completing the runbook, you will verify that the alarm has cleared and that service has been fully restored.You are expected to provide feedback on the runbooks themselves. If a procedure is unclear, outdated, or could be improved, you will report this to ensure our operational documentation remains accurate and effective.YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:Experience & Technical Acumen:Computer science or equivalent educationDemonstrated experience in a medium to large-sized multi-sites corporate I&T environments with a strong understanding of ITIL practices.Minimum of 2+ years of I&T support experienceHands-on technical experience with exposure to both end-user and manufacturing facility IT environments.Collaboration & Communication:Experienced in operating effectively within both direct and matrix reporting organizational structures.Passionate about delivering excellent customer service and a strong desire to build collaborative relationships with business partners.Excellent interpersonal skills with proven experience in dealing with all levels of employees across the organization, including senior leadership.Proficiency in English is required due to our globally located workforce and daily interface with leaders in countries where BRP operates.Availability:Availability to adapt to 12-hour shift in case it is neededDo you have other qualifications that would be a great addition to our team? Tell us what makes you unique!THE ROAD SHOULD BELONG TO EVERYONE.We still live in a world where many feel the road is for other people. We believe we can make a difference. Moving people goes beyond making innovative products.We strive to nurture our people’s aspirations, to exceed our riders’ expectations, and stand in solidarity with all the communities that ride with us.Building a more inclusive BRP with no barriers for those who seek to ride starts from within, and we need everyone's commitment, drive, and dedication to make it a reality.WELCOME TO BRPWe’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.

BRP