TCS is seeking an OCR Application Support Engineer to provide L2/L3 production support, monitoring, troubleshooting, and maintenance of OCR (Optical Character Recognition) applications and related interfaces.

The OCR Application Support Engineer collaborates with business users, SAP teams, vendor partners, and support teams to resolve incidents, perform root cause analysis, support OCR workflows, and ensure operational excellence across production environments.

Key Responsibilities:
• Monitor OCR application health, batch processing, queues, and system performance.
• Ensure successful invoice and document processing through OCR workflows.
• Investigate and resolve incidents, service requests, and problem tickets within SLA.
• Perform daily health checks and proactive monitoring of OCR environments.
• Analyze application, database, and server logs to identify root causes.
• Troubleshoot OCR batch failures, export errors, SAP posting issues, and interface problems.
• Coordinate with SAP and vendor teams to resolve production issues.
• Utilize ServiceNow to manage incidents,



service requests, and problem tickets in alignment with ITSM processes and SLA requirements.
• Perform Root Cause Analysis (RCA) and implement preventive actions.

Qualifications & Experience
Required
• 4+ years of experience supporting OCR applications or similar enterprise applications.
• Experience with OCR platforms such as Kofax Capture or DOXIS4 Capture.
• Strong SQL knowledge and database troubleshooting skills.
• Knowledge of Incident, Problem, and Change Management processes.
• Experience supporting critical P1/P2 production incidents.
• Excellent communication and stakeholder management skills.
• Professional proficiency in English and Spanish.

Preferred
• Familiarity with monitoring and reporting tools such as QlikView.
• Experience supporting applications integrated with SAP.
• Experience working in SLA-driven production support environments.

Location
Mexico City, Queretaro, Guadala

📌 OCR Application Support Engineer (Ciudad de México)
🏢 Tata Consultancy Services
📍 Ciudad de México