**Job ID**:
**Required Travel**: No Travel
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)**
**Who are we?**:
At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.
**In one sentence**:
The role involves handling technical and business-related incidents and service requests from customers/end-users by following and ensuring Service Level Agreements (SLAs) are met. This position requires skills in quantitative analysis.
**What will your job look like?**:
- Prioritize, plan, and assign tasks to team members based on ability/focus for the day (basically do work allocation on daily basis).
- Guide team to resolve technical issues, and manage their queries related to production/ operations.
- Ensure that staff takes ownership of operational issues, be proactive when dealing with user issues, and track the status of activities managed by the team.
- **Ensure that metrics, such as KPIs and SLAs that are set for the unit, are met.**:
- Respond to enquiries from customers and help resolve their problems (deal with escalations)
- Take care of people management issues, such as HR issues of team members, conduct regular one-on-one meetings and performance management, manage employee grievances, promote team engagement to improve employee motivation and teamwork.
- Proactively identify automation areas and best Practices initiatives. Serve as client liaison and first level of escalation.




- Ensure compliance with various audit processes such as ISO/SAS/SOX/SSAE16/client-requested audits, and so on.
- Responsible for knowledge management, executing training plans, technical coaching, and mentoring.
- Guide and assist team to identify and analyze production issues, track recurring issues, identify ways to prevent them, or suggest a permanent fix.
**The role also includes hands-on work as an analyst whenever required, guiding and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management.**
**All you need is...**:
- Bachelor’s degree in Industrial Engineering/ System Analysis or equivalent
- 6 years of relevant IT industry experience
- Excellent communication skills and ability to respond to customer queries in a timely manner.
- Good hands-on technical knowledge
- Excellent domain knowledge in incident handling, production management, and audit processes
- Experience in a complex general, matrix organization working across multiple time zones
- Experience in working in ambiguous situations, working under pressure, and flexible work hours
- Production-oriented with a sense of urgency and sensitive to production requirements.
- Ability to work independently within clearly defined parameters and accordingly take decisions
- Ability to adapt to different situations with a sense of ownership & accountability
- MS Office - should have good presentation skills and command over Excel
- Good typing speed of 40 words per minute
**Why you will love this job**:
- You will have a wide scope of activities
- You will have excellent products and solutions
- You will have scope for professional development
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**Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

📌 Business Operations Specialist (Bpo/ Call Center) (Guadalajara)
🏢 Amdocs
📍 Guadalajara