- [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.
Job Description
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
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 an
📌 APPLICATION SUPPORT (Centro)
🏢 Wipro
📍 Centro