Job Title

**Job Summary**Supports the Information Technology (IT) infrastructure of Kansas City Southern (KCS) Railway by providing technical support of business objectives and ongoing operations. The Technical Assistance Center (TAC) provides 24x7 monitoring and the first level of support (and in some cases the second level of support) for KCS IT.This position collaborates in the design, implementation and monitoring phase of IT projects and analyzes and provides solutions to security vulnerabilities related to MX Telecoms devices.**Job Duties****Incident Management**:- Monitors tier one (1) support of IT infrastructure; tier two (2) for TAC escalations.- Meets resolution SLAs and provides incident reports for metrics.**Tool Administration**:- Investigates and implements new monitoring tools and configures and maintains existing monitoring tools.**Change Management**:- Reviews all changes that could impact services monitored by TAC.- Engages IT teams for impact assessment.- Advises more junior TAC Engineers of weekly changes.**Problem Management**:- Identifies and logs problems related to IT services.- Engages resolution teams and coordinates them through root cause identification, following up to ensure resolution.**New Monitoring Services Implementation**:- Follows up on new monitoring services requests.- Documents procedures and troubleshooting guides for TAC operations.- Implements services on monitoring tools.- Creates executive reports for management.**Request Management**:- Services mapping and drawing diagrams in MS Visio.- Maintains diagrams updated of the different sites that the TAC supports.- Updates information in monitoring tools.- Collaborates with IT Projects during design, implementation and release phases to identify potential vulnerabilities with Telecoms devices and asset management for MX Telecoms.- Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.**Basic Qualifications**Bachelor's degree from an accredited university or college, preferably in a job related major field of studyMinimum five (5) years of relevant professional experience, or equivalent combination of education and experienceOne of the following certifications: CCNA Data Center, CCNA Collaboration, CCNA Cloud, Microsoft Technology Associate (MTA), Certified Software Development Associate (CSDA), Microsoft Certified: Azure Administrator Associate.**Preferred Requirements**Two (2) working with one of the following programing languages:.NET, Java, SQL or C++Three (3) years administering and customizing monitoring tools.Five (5) years monitoring and supporting IT infrastructure.Five (5) years of experience working in an ITIL aligned company.90% English - Conversational fluency Technical and Casual conversations.ITIL OSA/RCV (desirable).CCNP R&S Certification (desirable).**Essential Functions**Working in a 24x7 operations environment in a technical role.Multitasking.Client-oriented.Sense of urgency.Capable of learning a new technology in a short period of time (no more than 5 months ).This position has a regular full time schedule with a normal work week of Monday through Friday. There may be a need for occasional work after hours or weekends.This position may require mínimal travel up to 10% of the time.**EEO Statement**We value a culturally diverse workforce and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other legally protected basis, in accordance with applicable law.**Company Overview**In 1887, Arthur Stilwell constructed a north-south railroad while others were heading east and west, setting the tone for a century-old legacy of outstanding vision; entrepreneurial spirit; resilience in the face of adversity; and, willingness to challenge conventional wisdom. Building on that legacy, our culture is further defined by a new vision for the future and a core set of values - Safety, Customer Focus, Communication, Teamwork, Initiative & Innovation, and Diversity & Civility. We believe that the way we do business is as important as the business we do.In addition to a culture that allows employees to thrive, we encourage resourcefulness with an award, recognizing employees who see a problem (or opportunity), find a solution, and use whatever authority and resources are available to get a job done well - accomplishing what was previously thought could not be done.If you want to do work that is creative and strategic, be heard, grow professionally, be valued by your employer, and know that you are making an important contribution to an essential industry, a global supply chain, and the larger economy, Kansas City Southern may be the place for you.**Required Skills*