Company Overview Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding.

We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science & healthcare industries.

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams.

Incedo

University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our versátil career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by:

- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology

Role DescriptionTechnical SkillsRole Summary We are seeking a highly motivated and experienced Senior Support Analyst to provide advanced L2/L3 support for enterprise data warehouse solutions and Power BI reporting platforms. The successful candidate will play a key role in incident resolution,



problem management, service improvement, and operational support while mentoring junior support team members. This role requires strong analytical capabilities, technical troubleshooting expertise, and a proactive mindset to ensure the stability, performance, and continuous improvement of reporting and data services.

KEY RESPONSIBILITIES:Support &

• Operations

- Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related to:
- Data warehouse environments
- Power BI reports and dashboards
- Data integrations and reporting services

- Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs.
- Perform root cause analysis and contribute to long-term problem resolution.
- Monitor system performance and proactively identify operational risks and improvement opportunities.

Leadership &

• Collaboration

- Lead L2 support activities and act as an escalation point for complex incidents.
- Coach, mentor, and guide other L2 support analysts in:
- Incident management
- Problem management
- Best practices and operational procedures

- Collaborate with infrastructure, application, and business teams to ensure seamless support delivery.
- Contribute to knowledge sharing, documentation,



and process standardization.

Data Analysis &

• Reporting

- Provide data analysis insights to support business and operational decision-making.
- Analyze trends, incidents, and reporting data to identify systemic issues and optimization opportunities.
- Support users in understanding and interpreting reporting outputs and data quality concerns.

REQUIRED SKILLS &

• EXPERIENCE:

- Experience providing L2/L3 application or data support in enterprise environments.
- Strong understanding of ITIL 4 processes and best practices.
- ITIL 4 Certification required.
- Experience supporting Power BI reporting solutions.
- Ability to execute and understand SQL queries as an end user.
- Knowledge of relational databases and data structures.
- Familiarity with IT assets and infrastructure environments.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.

PREFERRED PROFILES

- Proactive and customer-focused mindset.
- Ability to work independently and manage multiple priorities.
- Strong documentation and knowledge management skills.
- Team player with mentoring and leadership capabilities.

Nice-to-have skillsQualifications

- 4-6 years of work experience in relevant field.
- B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred.

Company Value We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Career Opportunities: Senior-Software Engineer (49638) (México)
🏢 Incedo
📍 México