Purpose:
As part of LAM's regional IT cluster, the IT/OT Engineer provides advanced technical support and guidance to ensure seamless integration of IT and OT systems in port operations. This role is critical for resolving complex incidents, improving processes, and maintaining high customer satisfaction aligned with ITIL best practices.

Key Responsibilities:

• Provide advanced technical support for terminal-specific systems (TOS, RFID gates, OCR, X-ray, yard management).
• Troubleshoot and resolve complex issues related to port operations technologies and hardware.
• Act as escalation point for Tier 1 and Tier 2 support teams.
• Collaborate with IT teams to identify root causes and implement long-term solutions.
• Support infrastructure: fiber networks, LTE, Wi-Fi mesh, CCTV, SCADA interfaces.
• Ensure compliance with security policies and ITSM practices (Incident, Request, Change Management).
• Manage vendor relationships and ensure timely delivery of services.
• Contribute to automation and process optimization through scripting (PowerShell, Python, Ansible).
• Provide reports on performance, user satisfaction, and incident trends.
• Availability for 24/7 on-call support and frequent travel (30–40%).

Qualifications:

• Bachelor’s degree in Computer Science, Network Engineering, or related field.
• Minimum 5 years in IT support for large organizations.
• Certifications in networking or IT infrastructure preferred.
• Hands-on experience with ServiceNow, VMware, Cisco HyperFlex, WAN/SD-WAN, Wi-Fi tuning, Backup & DR solutions, and security tools.
• Strong knowledge of ITIL V4 and ITSM processes.
• Intermediate English required; Spanish is a plus.
• Excellent communication, stakeholder management, and problem-solving skills.

Why Join Us?
At APM Terminals, you’ll be part of a global team driving innovation in port operations. We offer continuous learning opportunities, international exposure, and a collaborative environment where your expertise makes a real impact.