This role is structured around three core operational functions, with a strong emphasis on Incident, Request, and Problem Management. Incident, Request, and Problem Management Proactively identify, diagnose, and troubleshoot complex issues related to web applications, backend services, and IaaS/PaaS deployments across Microsoft Azure and Google Cloud Platform (GCP). Lead the resolution of major incidents, acting as the subject matter expert and coordinating across teams to restore services swiftly and effectively by coordinating between Service Manager, SRE, Design and Deployment and Engineering Team. Serve as a key escalation point between L1 support teams and L3/Engineering, focusing on identifying and documenting functionality issues, reliability concerns, and software bugs. Provide operational support for engineering teams, including setup and configuration of DNS, SSL Certificates, Active Directory, ZFS, NetApp, Windows, Linux, Swagger, Rundeck, SplitIO, Azure DevOps Azure & Google Cloud Services, Windows Patch Management. Translate complex technical issues into clear, concise summaries for non-technical stakeholders, including executive-level management. Accepting tickets proactively and making sure contemporary updates are provided to the user, following the right escalation process. Taking proactive approach by reaching the key stakeholders within the organization and addressing the key clients. Operational Excellence Perform daily operational tasks such as log analysis, system health checks, and user support, adhering to ITIL best practices. Implement and document new processes on operational playbooks to improve efficiency and service quality in ServiceNow. Automation: Build and maintain accurate operational playbooks and procedures. Automate and orchestrate tasks and playbooks to maximize efficiency and service uptime. Monitor system health using custom health check tools and incident management platforms like PagerDuty. Interface with technologies across Azure Cloud Platform, Microsoft, and Linux environments to ensure robust and resilient operations. Adhere to Change Management process in ServiceNow which includes Risk Management, CAB Approval Process, Execution / Implementation and making sure that it has been bought to closure. Foster a culture of continuous improvement and operational excellence, contributing to a reliable and error-free work environment. Responsible for performing tenant deployment with tailor-built architecture. Understand the existing architecture and E&P applications surrounding to Oil and Gas Industry and provide excellent support to our key clients. Education: Bachelor's degree in Computer Science, Software/Cloud Development, Information Technology, or a related engineering field. Language: Good proficiency level of verbal and written English. Certifications: Azure certifications such as AZ-900, AZ-104, AZ-303, or AZ-304 are highly desirable. Programming and Automation: Proficiency in containerization and orchestration (Docker, Kubernetes). Network & Security: Understanding of networking, VNET, Load Balancer, Zscaler, Firewall, IP Prefix, VPN and security best practices. Cloud platforms: working experience on Azure and GCP cloud infrastructure. Infrastructure services: DNS, SSL Certificates, Active Directory, ZFS, NetApp, Swagger, Rundeck, SplitIO, Windows Patch Management. Authentication Services: MFA, TOTP, Microsoft Authenticator. Operating systems: system administration experience on Windows and Linux. Good knowledge/experience in containers and Kubernetes operation and configuartion. Good knowledge/experience in cloud databases products (Cassandra, Mongodb, postgresql, or any other equivalent) Good knowledge of DevOps: good understanding of Azure DevOps. Implementing and maintaining CI/CD pipelines for automated deployment is considered a plus. Experience with using Remote access solutions: RDP, TGX, RGS, etc. Experience on a monitoring tool: Azure/GCP monitoring tools, BigQuery, Activity Logs, Health Monitoring Tool, etc. Strong analytical and problem-solving skills with a proactive mindset. Self-driven individual, highly motivated for technical fields, and a lifelong learner. A team player, who performs effectively by working independently and collaboratively in a fast-paced, dynamic environment Excellent communication skills, capable of translating technical details into business-friendly language. Familiarity with ITIL processes and service management best practices. Passion for cloud technologies and a commitment to staying current with industry trends. Applicants must be over 18 years of age to apply. Candidates must have a work permit in Mexico