Support Engineer

hace 4 semanas

Ciudad de México WPP A tiempo completo

**WPP** is the transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.**

**Working at WPP means being part of a global network of more than 109,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.**

**We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.**

**WPP and our award-winning agencies work with most of the world's biggest companies and organisations - from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 317 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 8th in the FTSE 100 rankings for Women on Boards.**

**WPP IT provides IT services for WPP, the world's largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world's most creative brands.**

**Why we're hiring**:
As a Global Support Lead you will ensure we provide world-class support services to our customers across our platform. You will lead a global team of Application support specialists. This is a high visibility role that involves being the point of coordination and escalation for all support activities in the region. You will be expected to be hands-on, leading by example and ensuring that we do what it takes to provide a quality service experience to our customers. You will proactively ensure the stability and resiliency of the platform by implementing industry standards for Support and ensure they are aligned with WPP IT policies.

You will be Reporting to the Head of Engineering and collaborate with rest of the teams in Platform services.

**What you'll be doing**:
Manage the following services
- Exhibit a composed and confident demeanour when working with clients experiencing issues
- Investigate the causes of non-conforming software and train users to implement solutions
- Monitor debugging process results
- Perform thorough regression testing when bugs are resolved
- Maintain detailed notes related to each support ticket, documenting error messages, troubleshooting steps, and other pertinent information for resolution purposes
- Follow established runbook procedures to resolve user issues
- Utilize established decision trees to escalate user issues to the appropriate team
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Collaborate with various internal teams to resolve issues promptly
- Identify opportunities to enhance the process and/or customer experience
- Contribute to maintaining a knowledge base of information to expedite resolution of future issues
- Assist the client service team with generating client reports through the ticketing system
- Maintain and update the support ticket tracking system
- Maintain user instructions to ensure accuracy and relevancy
- Manage personnel matters, including defining roles, recruiting, and working with operational leads to effectively onboard new team members

**What you'll need**:

- Demonstrated experience working effectively with global teams
- Possesses relevant technical and business understanding and experience
- Strong communication skills, both verbal and written, are essential for effectively communicating with users and other technical support teams
- Experience configuring and managing customer issue management tools such as JIRA, Zendesk, and ServiceNow
- Experience working with reporting tools to measure performance and identify areas for improvement.
- Proficient in managing an SLA-driven service for multiple clients
- Some experience with coding and the software development life cycle (SDLC)
- Some experience of SQL and scripting
- Excellent written and spoken communication skills, including the ability to create structured documentation and reports.
- Sound understanding of ITIL best practices for managing and delivering IT services.

**Desirable Skills**:

- Experience with performance and/or security testing
- Hands-on experience with both white box and black box testing
- Experience of building/implementing support processes
- Understanding of Advertising APIs
- ITIL Qualified
- Background in Adtech or Advertising businesses

**Who you are**:
**You're open**_:_** **We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

**You're optimistic**_:_** We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do wi

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