Subcontractor

Description

Country/Region: MX Requisition ID: 36362 Work Model: Hybrid Position Type: Contract Salary Range: Location: MEXICO CUST SITE **Title:** **Subcontractor** ============================ Description: **Area(s) of responsibility** ----------------------------- Job Title: Senior L1 Application Support Engineer / Analyst Role Summary The L1 Application Support resource provides first\-level technical support for business applications, ensuring timely incident resolution, e ective user communication, and adherence to defined SLAs. The role acts as the first point of contact for application\-related issues and service requests. Key Responsibilities Incident \& Request Management  Act as the first line of support for application incidents, service requests, and user queries.  Log, track, and manage tickets using ITSM tools  Perform initial triage, diagnosis, and resolution of known issues using SOPs and knowledge base articles.  Assist in resolving routine functional or operational issues  Escalate unresolved or complex issues to L2/L3 support teams with proper documentation. Application Monitoring \& Support  Monitor application health, batch jobs, alerts, and system availability.  Provide day\-to\-day functional support to assigned business units or projects  Execute standard operating procedures accurately and on time  Perform basic checks such as service restarts, log validation, and data verification as per SOPs.  Ensure applications meet availability and performance SLAs.  Identify opportunities to improve e iciency or reduce errors.  Review application dashboards, monitoring tools. Communication  Provide timely and professional communication to end users regarding issue status and resolution.  Follow up with users to confirm issue closure and satisfaction.  Respond to user queries via tickets, email, or calls.  Participate in shift handovers and update status reports.  Coordinate with internal teams to ensure smooth workflow and task completion.  Coordinate with business users during issue resolution and testing.  Communicate status updates, issues, and resolutions clearly to stakeholders.  Communicate outages, delays, or known issues to users.  Escalate non\-routine or complex issues to senior team members when required. Documentation \& Knowledge Management  Maintain and update knowledge base articles, SOPs, and FAQs.  Share knowledge with team members.  Document recurring issues, resolutions, and workarounds to reduce incident volume.  Participate in team reviews and improvement discussions.  Support root cause analysis (RCA) activities. Compliance \& Process Adherence  Follow ITIL processes for Incident, Request, and Problem Management.  Ensure compliance with security, audit, and operational guidelines.  Support process execution, documentation, and compliance requirements.  Ensure adherence to company policies, quality standards, and safety requirements. Required Skills \& Qualifications Technical Skills  Understanding of enterprise applications  Experience in using ITSM tools (ServiceNow, Remedy, JIRA)  Understanding of SLAs, incident priority, and escalation procedures.  Knowledge of: o Databases (basic queries or data checks – optional) o Application logs and monitoring tools Functional \& Soft Skills  Strong communication and customer service skills.  Ability to work in 24x7 shifts (if required).  Good analytical and troubleshooting mindset.  Ability to follow structured processes and SOPs. Education \& Experience  Bachelor’s degree in Computer Science, IT, or equivalent.  4\+ years of experience in application or IT support.