**Job ID**:******
**Required Travel**: Minimal
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)
**Who are we?
**:
**In one sentence**:
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
Part of the operation team which performs system monitoring and Batch execution using tools.
**What will your job look like?
**:
- You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
- You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
- You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
- You will ensure timely resolution or escalation within the agreed SLA.
This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.
- You will update checklists for quality assurance and progress tracking, following standard operating procedures.




- You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
- You will ensure crystal clear communication and documentation as a point of contact.
- You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on).
You will report and properly document any errors that are detected.
- You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
**All you need is..
.**:
- Bachelor ́s degree in Science/IT/Computer Science or equivalent
- Unix, SQL, Excel.
- Advanced English communication skills, required to interact with other international teams
NTH:
- Python
- Power BI basic knowledge would help in doing automation
**Why you will love this job**:
- You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
- You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
- You will have the opportunity to work in a multinational environment for the general market leader in its field.
**Amdocs is an equal opportunity employer.
We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

📌 Technical & Business Operations Analyst (Guadalajara)
🏢 Amdocs
📍 Guadalajara