Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you'll love your career at IBM.

Your Role and Responsibilities

• 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.

• 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.

• NIST Cybersecurity Framework (CSF)