What Success Looks Like In This Role

Service Delivery & Operations

• Oversee the end-to-end enterprise mobility provisioning process to ensure timely deployment and lifecycle management.
• Manage the volume of tickets escalated to the L2/L3 support tiers, ensuring efficient resolution of mobile device, application, and connectivity issues.
• Liaise with wireless carriers and vendors to troubleshoot hardware and service-related incidents.
• Handle VIP support requests and manage complex exception processes with high professional standards.
• Ensure the integrity, accuracy, and consistency of the ServiceNow CMDB through regular auditing and maintenance.

Process & Documentation Management

• Provide technical guidance to L1 team regarding process updates, troubleshooting techniques, and exception handling.
• Maintain comprehensive documentation for all systems, installations, configurations, and knowledge base (KB) articles.
• Generate, analyze, and distribute reports from various platforms to track performance metrics and service trends.

Vendor & Stakeholder Collaboration





• Initiate and coordinate efforts with outsourced suppliers and managed service providers.
• Collaborate with internal stakeholders to identify and implement resolutions for complex mobility challenges.
• Support the evaluation and implementation of new third-party mobility solutions.

More Specific Requirements

60% – Service/Device lifecycle management (service requests in ServiceNow)

• New device provisioning
• Deprovisioning leavers
• Device refresh programs
• SIM activations and changes
• Service plan changes
• Asset assignments

20% – Issue and escalation management (incidents in ServiceNow)

• Mobile device issues
• Connectivity problems
• Mobile application support
• L2/L3 ticket coordination

10% – Vendor and carrier management

• Telecom provider coordination
• Service activation issues
• Hardware replacement requests
• Escalations with suppliers

5% – CMDB and asset management

• Ser

📌 Sr Enterprise Mobility Engineer (Ciudad de México)
🏢 Unisys
📍 Ciudad de México