Associate Principal Engineer - Lead Support Analyst
Full-time
Service Region: Mexico
We are a Digital Product Engineering company that is scaling in a big way We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (15000+ experts across 26 countries, to be exact). 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




Lead a general team of Application Support Analysts responsible for supporting and maintaining multiple high-impact scheduling and corporate applications.
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 global IT teams.
Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.
System Support & Maintenance
Ensure optimal performance and reliability of mission-critical systems supporting content scheduling, broadcast operations, and enterprise functions.
Support testing activities including functional, regression, integration, and user acceptance testing (UAT) for application changes and releases.
Develop dashboards and executive-level reporting, including ticket burndown charts, system performance metrics, and team performance

📌 Specialist Associate Principal Engineer (Jalisco)
🏢 Nagarro
📍 Jalisco