Network Operations SD WAN Expert

Energy at the service of Mexico.

ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015.

Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal.

Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development.

PURPOSE OF THE POSITION

Within the Network & Cybersecurity Services (NCS) division of GBS IT, the Network And Connectivity (NAC) department is composed of the SDM Team, the Expertise Team and the Network Operation Center (NOC) team.

The mission of NAC is to define and support network and security services and infrastructures, whether they are in data centers, the cloud, or remote sites (examples: ‘Highway to Cloud’ interconnection infrastructures in AWS/Azure, Cloud Proxy and VPN services with ‘Zscaler,’ Software-Defined WAN, LAN, and Wi-Fi services, etc.).

The NAC Expertise team, consisting of over 30 professionals, is responsible for the define, design, built and L3 support of all Network and Security solutions.

Within the NAC Expertise team, SDWAN experts are mainly responsible for the define, design, built and L3 support of SDWAN solutions (Cisco, Meraki, Fortinet) for IT and OT.

This position will be hosted within GBS IT in Mexico. Its perimeter will be both ‘global’ for the ENGIE group and ‘local’ to support GBS IT Mexico.

Network Technician with a at least a first professional experience in network operations, familiar with monitoring tools and ticketing systems (ITSM).

RESPONSABILITIES AND JOB FUNCTIONS

Analyze business needs, challenge requests, and translate them into technical requirements

• Analyze business needs, challenge requests, and translate them into technical requirements.
• Contribute to the design and definition of solutions, tests, and prototypes.
• Participate in qualification and acceptance testing.
• Engage in a process of industrialization, rationalization, and urbanization of technical solutions.

Write design and operating procedures & schemas.

• Produce documentation to meet production criteria (Go / No Go).
• Automate deployments, including the construction/evolution of technical foundations.
• Manage configurations and integrate them into operational management tools.

Manage incidents and problems (Level 3)

• Diagnose and resolve incidents.
• Manage the relationship with suppliers in case of an incident, in coordination with the NOC
• Generally, provide Level 3 support to maintain operational conditions.

Manage major changes

• Define and write a detailed intervention plan (DIP) ensuring compliance with change management and production processes.
• Support CAB (Change Advisory Board) preparation and manage changes for successful production deployment.

Document / Recommend / Advise

• Document knowledge related to the area of specialization and validate technical deliverables.
• Provide technical expertise support during the specification phases.
• Conduct technical audits and implement control measures on projects and production deployments.
• Communicate, explain, decline, and contribute to the evolution of current technical standards, methods, and best practices.
• Make methodological and/or technological choices.
• Validate or amend design choices, contribute to technical arbitrations to optimize solutions in terms of cost, performance, and security.
• Contribute to the drafting of HLD and LLD in collaboration with Architects.
• Participate in the development of services and commercial proposals.

Applied technological watch

• Conduct foresight studies, general interest studies, and prototypes.
• Propose improvements to enhance the performance of solutions and services.
• Recommend the most suitable techniques or technologies based on constraints and objectives.

Key sucess factors:

• Rate of changes implemented without "major or significant" incidents
• Rate of production deployments without "major or significant" incidents
• Rate of documented solutions with up-to-date documentation
• Rate of major incident resolution within SLA timeframes
• Year-over-year reduction rate of major incidents (continuous improvement loop, particularly through the implementation of a controlled problem management process)

EDUCATIONAL BACKGROUND

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5 to 10 years of experience as a technical expert or architect with a background in project management and IT infrastructure service management.
• Main Technologies:
  • Fortinet Firewalls and Fortinet SDWAN
  • Cisco/Viptela SDWAN
  • AWS and AZURE Cloud Services
  • Zscaler

• Advanced English
• French (read/spoken/written) would be a plus.

Technical Skills

• In-depth technical knowledge and architecture of networks and security infrastructure in remote site, Datacenters and the Cloud
• LAN/MAN/WAN, TCP/IP, Ethernet, Spanning Tree, Multi-chassis Etherchannels
• DNS, DHCP, IPAM, QoS
• Routing protocols (BGP, OSPF) & MPLS (LDP, MP-BGP, L2VPN, L3VPN)
• GRE tunnels, IPSEC, VPN SSL
• Firewalls and IPS, Load-balancers, Proxy, XML filtering
• Excellent troubleshooting skills
• ITIL (Service Transition; Service Operations)
• Monitoring tools.

Soft Skills

• Understands customer needs and provides proactive solutions.
• Communicates openly, transparently, and clearly.
• Takes initiative
• Is flexible and can adjust objectives.
• Can work independently in finding solutions and resolving issues.
• Cooperates, advises, and seeks synergies with all relevant teams.
• Has good analytical skills
• Works in a highly structured manner and documents every step of integration and production projects.
• Is motivated and always eager to learn.

At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.

Regional Team Lead Network & Identity Operation & Engineering

Energy at the service of Mexico.

ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015.

Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal.

Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development.

PURPOSE OF THE POSITION

We are seeking an experienced and proactive Regional Team Lead to manage our team of ex-perts and First Level Escalation Engineers. This position plays a crucial role in ensuring seamless IT support across various time zones as part of our follow-the-sun model. As a Regional Team Lead, you will oversee the team's performance, provide guidance and support, and ensure effec-tive communication and reporting to stakeholders.

Global Business Support IT Service Line

Network & Cybersecurity division

RESPONSABILITIES AND JOB FUNCTIONS

1. Team Management: Lead and mentor a team of Experts and First Level Escalation Engineers, ensuring high performance and professional development. Conduct regular team meetings, performance reviews, and provide constructive feedback.
2. Incident Management: Supervise the resolution of incident tickets and requests related to:

• Network : WAN / SD-WAN, LAN, Wi-Fi, DNS / DHCP, security (firewall, load balancer), monitoring tooling (Spectrum, Cacti, Syslog,…),
• Identity & Access : OKTA, Active Directory, CyberArk, and Saviynt. Ensure adherence to SLAs and maintain high standards of service.

3. Collaboration: Foster a collaborative environment within the team, with other Local & regional teams, as well as with global teams (NOC, Identity & Access Operations). Ensure smooth handovers and continuity of support across different time zones.
4. Reporting: Prepare and deliver regular reports on team performance, incident resolution times, and other key metrics to internal and external stakeholders. Maintain transparency and accountability.
5. Stakeholder Communication: Serve as the primary point of contact for stakeholders, addressing concerns and ensuring satisfaction with IT support services.
6. Process Improvement: Identify and implement improvements to support processes. Encourage a culture of continuous improvement and innovation within the team.
7. Resource Allocation: Manage team resources effectively to ensure coverage and balance workloads. Coordinate with other regional leads to optimize support across all time zones.
8. Agile Methodology: Lead the team in utilizing a basic Kanban agile method to manage and prioritize workload. Facilitate regular agile meetings and contribute to the agile process.

EDUCATIONAL BACKGROUND

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience in an IT support role with at least 3 years in a leadership or supervisory position, preferably in a global or multinational organization.
• Certification in relevant technologies (e.g., Cisco, Fortinet, OKTA, Active Directory, Cybe-rArk, Saviynt) is a plus.
• Advanced English

Technical Skills

• CISCO Viptela / Meraki,
• Fortinet,
• Spectrum, Cacti,
• OKTA: Knowledge and experience in managing and troubleshooting OKTA identity management solutions.
• Active Directory: Proficiency in Active Directory administration and troubleshooting.
• CyberArk: Familiarity with CyberArk solutions, including password vaults and privileged access management.
• Saviynt: Understanding of Saviynt identity governance and administration.

Soft Skills

• Leadership: Strong leadership skills with the ability to inspire and motivate a diverse team. Proven experience in managing and developing team members.
• Communication: Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely to various stakeholders.
• Problem-Solving: High analytical and problem solving abilities. Capability to think critically and troubleshoot issues effectively under pressure.
• Customer Focus: Strong customer service orientation. Commitment to understanding and meeting the needs of internal clients.
• Time Management: Efficient time management and multitasking skills. Ability to prioritize tasks and manage workload effectively in a fast-paced environment.
• Adaptability: Flexible and able to adapt to changing circumstances and requirements. Eager to learn and stay updated with new technologies and processes.
• Reporting: Proficiency in preparing detailed and accurate reports. Ability to present data in a clear and meaningful way to stakeholders.

At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.

ENGIE Mexico, Energy at the service of the country

We are committed to providing energy and better living conditions to the Mexicans that we proudly serve.

We act to accelerate the energy transition towards a carbon-neutral economy, by reducing energy consumption and developing more environmentally friendly solutions.

Our purpose brings to the whole society, represented by our employees, customers and shareholders, reconciling ENGIE's business model with a positive impact on planet and people.

Our key figures in Mexico:

• 25 years presence in Mexico

• 2.5 million Mexicans supplied with one of our energy solutions

• 20,000 jobs (direct and indirect)

• 31% of women in leadership positions

• 3.42 USD Million of investment in Mexico

• 1st Private Buyer of Natural Gas in Mexico

• 2nd Natural Gas Distributor in Mexico

• 10 natural gas distribution areas

• +650,000 customers in Natural Gas Distribution in residential segment

• 4 Natural Gas Transport Companies with +1,300 km of gas pipelines

• 2 Power Generation Plants with 280 MW based on natural gas

• 1 GW of 100% clean energy generated by 2 wind and 6 solar plants.

Project Director Operations

Purpose of the Position:

As Project Director Operations at GEMS Mexico, you will be responsible for establishing and augmenting the business processes, systems and tools used to efficiently achieve the business objectives in a context of a strong development growth plan

Responsabilities and Job Functions:

1. Restructure billing operations, in line with GEMS’ standards and best practices (“Smart Billing Project”)

• Define scope of activities
• Structure and implement processes, tools and organization
• Build relevant KPIs
• Change Management

2. Propose new organization and processes for supply and energy management back-office activities

• Define scope of activities
• Challenge existing processes and build transversal processes when relevant
• Define appropriate set of tools
• Propose and implement new organization when relevant

3. Actively contribute to major projects of the organization to foster digitalization and continuous improvement

• ALIGNE Project / SAP GET Project / GoA Project / Contratos 3.0.
• Launch of new business segments

Ocupational Profile:

Required educational background: A pertinent university degree (an MBA is advantageous).

Technical skills:

• Excellent knowledge of Energy markets
• Excellent understanding of utility industry and energy procurement within client organizations.
• Proven experience in managing sales organizations, especially for complex products.
• People management skills to lead geographically diverse teams across various customer segments and products.
• Good knowledge of Entreprise system (SAP) and CRM (Salesforce). Good understanding of PowerBI

Key skills :

• Strong leadership skills
• Analytical thinking and adaptability.
• Bridge-builder
• Empathy and strong interpersonal relationships.
• Self-motivation and high energy.
• Good judgment, tact, and diplomacy.
• Results-oriented mindset.
• Business acumen and collaboration.

At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not  discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.