Network Technical Operations Manager

Broadpeak designs video delivery softwares for Content Providers and Network Service Providers deploying OTT and mobile services. We supports all of our customers worldwide, from simple installations to large delivery systems reaching capacities of several million of simultaneous streams (sport games/series/movies).

Our headquarter is in Rennes (France), but we have branches in Denver, Singapore and Ottawa and colleagues over the world.
The fast-growing global company focuses on delivering innovative solutions for its customers, adapting to a rapidly-changing industry. To do so, the company relies on a team of highly skilled professionals, working in an agile environment.
We are a multicultural : a team of 300 men and women engineers from diverse backgrounds who like to share ideas, take technical challenges but also share good time together to celebrate success!

We are seeking a NOC specialist to join our Americas operations team in South Mexico City, Portal San Angel/Barranca del Muerto station.
This role goes beyond standard monitoring: you will be responsible for real-time event detection, in-depth analysis, and troubleshooting across a complex video streaming ecosystem.

Monitoring & Analysis:

Operate and maintain monitoring tools (ElasticSearch, Grafana, Prometheus).
Detect anomalies and interpret complex technical signals beyond standard OS/network alerts.

Incident Management & Customer Care Representative:

Collaborate with other escalation levels on major incidents and root cause analysis.
Write document incidents and maintain shift handover notes.
Maintain the customer database information up to date.

Hold a computer networking, ICT or technical related field diploma or degree.
Previous experience(s) of international customer facing position in a software company.
Strong knowledge of Linux server environments.
Familiarity with monitoring stacks (Elastic, Grafana, Prometheus).
Excellent communication skills in English (written and spoken).

At least one previous experience in a video streaming or media delivery international NOC environment.
Experience with CDN technologies, packaging/transcoding workflows, and streaming protocols (HLS, MPEG-DASH).
Position based onsite in our South Mexico City office, Portal San Angel.

From last Sunday of March to last Saturday of October: 10:00 am – 07:00 pm CST

• From last Sunday of October to last Saturday of March: 11:00 am – 08:00 pm CST
• 7 days a week rotation 5 working days a week on average (shift-based).

You’ll be followed all along by HR and your manager with dedicated meetings.

We are dedicated to providing equal employment opportunities to all candidates, regardless of their background or abilities, and our commitment to inclusion is reflected in our policies, practices, and workplace culture.