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 ServiceNow updates Inventory audits Data quality checks

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