The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group, overseeing the support, stability, and performance of mission-critical scheduling applications used across global media operations. This position leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that underpin content creation, broadcast scheduling, and corporate business functions. The Lead Support Analyst partners with IT operations, business stakeholders, and vendors to maintain reliability, implement best practices, and drive continuous improvement across
Key Responsibilities
- Team Leadership & Operational OversightLead a global team of Application Support Analysts responsible for supporting and maintaining multiple high-impact scheduling and corporate applications. Prioritize and coordinate assignments for issues impacting mission-critical systems across regions and time zones. Mentor, coach, and cross-train team members to enhance technical expertise and ensure consistent service delivery standards.
- Incident,



Problem & Change ManagementOversee incident and problem management processes for assigned applications, ensuring timely triage, resolution, and communication for production issues. Troubleshoot application issues, identify immediate remediation steps, determine root causes, and coordinate long-term corrective actions. Manage change control activities, including database updates, configuration changes, and off-hours deployments in collaboration with integral IT teams. Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.
- System Support & MaintenanceEnsure optimal performance and reliability of mission-critical systems supporting content scheduling, broadcast operations, and enterprise functions. Perform routine maintenance, upgrades, and operational tasks during scheduled off-hours as needed. Support testing activities including functional, regression, integration, and

📌 Associate Principal Engineer (Jalisco)
🏢 Nagarro1
📍 Jalisco