Subcontractor

Description

Summary: This role is for a Senior L1 Application Support Engineer/Analyst, responsible for first-line application support, monitoring, and communication with end-users. Highlights: 1. Act as the first line of support for application incidents and queries 2. Monitor application health, batch jobs, alerts, and system availability 3. Provide timely and professional communication to end users Country/Region: MX Requisition ID: 35095 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 * 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. *