.**Introduction**At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.**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.**Required Technical and Professional Expertise**- 2+ years in Security Incidents Handling- Bachelor's degree in IT System, Telecom Engineer.- Incident management process practitioner.- English: Fluent.- ITIL Foundations knowledge.- Information Security Skills.- COBIT knowledge at an introductory level.- Basic knowledge in security incident handling processes and procedures.- Knowledge in the usage of Microsoft Office Tools.- Knowledge in security infrastructure from the operations perspective.- Demonstrated interpersonal and verbal communication skills.- Demonstrated written communication skills.- Ability to handle multiple tasks.- Sense of urgency.- Objection handling skills.- Demonstrated problem solving skill.- Highly focused in client needs.- Demonstrated capability to analyze problems.- MITRE AT&CK Framework proficiency.- Demonstrated negotiation skills.- Incident tickets opening, documentation, escalation and closure.- Basic reports of ticketing handling operation.**Preferred Technical and Professional Expertise**NA**About Business Unit**In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers