Support L1 Analyst

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Guadalajara, MX, Mexico

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Technical Support (SL1)

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Cross Industry Solutions

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17/04/2026

Req. VR-122366

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Project description

The solution is a suite of modular applications that together form a robust and scalable Advanced Distribution Management System (ADMS) designed for real-time management of electrical distribution networks. ADMS addresses the real-time network management requirements of both large and small electric distribution utilities by delivering a comprehensive set of high-quality network operation functions. It is engineered for seamless integration with systems such as Supervisory Control and Data Acquisition (SCADA).

Additionally, ADMS offers programmatic interfaces to facilitate integration with third-party products and enterprise applications, as well as support read-only access to ADMS data. The role centers on system monitoring, incident intake, initial troubleshooting, and escalation, ensuring continuous availability of mission-critical ADMS functions vital for real-time grid operations.

Responsibilities
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Incident Monitoring & Triage

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Monitor GE Vernova ADMS system health, alarms, and operational dashboards.

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Receive, log, and classify incidents related to ADMS, SCADA, OMS, and DMS functions.

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Perform first-level diagnosis using predefined procedures, runbooks, and knowledge base articles.

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Identify known issues and apply standard resolutions where authorized.

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Operational Support

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Support day-to-day ADMS operations during normal conditions and grid events.

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Verify availability of key ADMS components (application services, interfaces, communications).

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Execute basic remedial actions (service restarts, validations) following approved procedures.

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Escalate complex, functional, or technical issues to L2/L3 teams with complete incident details.

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Customer Communication

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Acknowledge incoming incidents and provide timely status updates.

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Communicate clearly with utility control-room users and customer representatives.

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Support shift handovers and document incidents accurately.

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Process & Documentation

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Follow ITIL-aligned incident, problem, and change management processes.

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Maintain accurate ticket documentation.

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Contribute to knowledge base articles for recurring ADMS issues.

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Participate in 24/7 shift or on-call rotations as required.

Skills

Must have

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Understanding of electric distribution operations and ADMS/SCADA concepts.

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Familiarity with Windows/Linux environments.

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Experience with ticketing and monitoring tools.

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Strong communication skills and ability to work in a real-time operational environment.

Nice to have

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DevOps, C#, Network Monitoring Tools

Other
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Languages

English: C1 Advanced

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Seniority

Regular

Guadalajara, MX, Mexico

Req. VR-122366

Technical Support (SL1)

Cross Industry Solutions

17/04/2026

Req. VR-122366

Apply for Support L1 Analyst in Guadalajara, MX

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