Job Tittle - Senior Application Support Specialist

Work Location - Mexico City (Hybrid)

Hiring Model – Full Time

Start date – DOE

Salary plus benefits

Role Summary

- Provides expert level troubleshooting and resolution of the most critical and complex application issues ensuring the highest levels of system reliability and performance Leads support related projects and strategic initiatives contribute to capacity planning and optimize application performance through advanced configurations and tuning Mentors junior team members develops and maintains in-depth knowledge base articles and communicate effectively with senior management and stakeholders about critical issues and improvements

- Manage and resolve incidents within agreed service levels
- Resolve the most complex and critical application issues
- Coordinate with other IT teams to ensure seamless resolution of production incidents
- Communicate effectively with senior management and key stakeholders about critical incidents and improvements
- Monitor system performance and collaborates with Product teams on improving applications for better performance stability and easier supportability
- Develops maintains and tracks Error Budgets for supported applications
- Implementation of automated alerts and monitoring of application and underlying infrastructure
- Lead support related projects and initiatives
- Generate and analyze reports on support metrics and application performance
- Develop and maintain in-depth knowledge base articles and documentation




- Mentor junior team members and provide advanced training sessions

- For you to be successful in this position we imagine that you
- Demonstrate a strong sense of ownership customer service and integrity
- You are organized and enjoy working in a team
- Possess excellent communication skills and command of the English language

- Our idóneo candidate brings four or more years of experience within application or technical support and has a relevant bachelor’s degree or equivalent experience

- You have foundational knowledge of microservice architecture and ITSM tools as well as the Atlassian products Familiarity with a programming or scripting language is a plus

- For you to be successful in this position we imagine that you
- Demonstrate a strong sense of ownership customer service and integrity
- You are organized and enjoy working in a team
- Possess excellent communication skills and command of the English language
- Engage with application end users to analyze and document issues and take responsibility for their successful resolution
- Work with DevOps SREs Test Engineers and Development teams to implement permanent solutions
- Further advance our monitoring framework and ensure 247 system and support availability via oncall
- Work closely with both IT and business to facilitate the continual improvement in the availability performance functionality and security of our platforms
- Work with industry leading technologies like Kubernetes Kafka MongoDB and Docker

📌 Senior Application Support Specialist - Mexico City (Hybrid) (Ciudad de México)
🏢 Georgia IT
📍 Ciudad de México