[Must have] End-to-End Incident Ownership: Ability to triage, troubleshoot, assess business impact, and resolve critical production issues.
[Must have] ITSM Processes: Strong understanding of Incident, Problem, and Change Management, including RCA activities.
[Must have] Database Troubleshooting: Hands-on SQL validation and troubleshooting in Oracle/PostgreSQL environments.
[Must have] Operational Mindset: Understanding the application they are supporting, comfort with on-call support, incident bridges, and structured troubleshooting across complex application dependencies.
[Good to have] Observability & Monitoring: Active log analysis and dashboard usage in tools like Datadog, Splunk, or CloudWatch.
MEXICO CITY LOCATION
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Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department,
contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolutio
📌 APPLICATION SUPPORT (Guadalajara)
🏢 Wipro
📍 Guadalajara
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