IBM Entry Level Incident Management Handler Monterrey Office 

Mexico, Mexico City, Mexico City 

734226513

• 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)