application support experience.
- [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
📌 APPLICATION SUPPORT (Guadalajara)
🏢 Wipro
📍 Guadalajara
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