Lead Application Support Specialist

hace 1 mes

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo
{"title":"Technical Requirements and Responsibilities","content":"

At Thomson Reuters, we're looking for a skilled Lead Application Support Specialist to join our Global Command Center team. This role offers a unique opportunity to drive technology and business teams to address and prevent customer-facing issues in our suite of applications.

Main application/technology services provided by the team include application observability, event & incident management, troubleshooting, knowledge creation, and automation.

This is a technology leadership role with no direct reports, but you'll provide oversight and coaching to engineers. You'll analyze chronic and major issues, design solutions in partnership with product and IT Service Design teams, build, test, operationalize tools and applications, and act as an escalation for GCC engineers.

About the RoleKey Responsibilities
  • Provide Product/Application engineering support to drive continual improvement aimed at the highest standards of reliability, quality, and time-to-market.
  • Respond to incidents and escalations to provide leadership and communication.
  • Find issues, design, test, and implement solutions according to ITSM.
  • Continually build and refresh your technical skills in Software Development, AI/ML, automation, and cloud computing.
  • Develop customer needs and drive innovation to continually improve.
  • Work directly with Product engineering and Service Design teams to drive quality and ensure best practices are followed.
  • Gather and analyze metrics to understand where quality exists and where support is needed.
  • Support cross-functional process improvement across the service life cycle, from design, testing, and release, and platform management.
  • Provide a balanced view of feature development speed and reliability with well-defined service level objectives.
  • Participate in Major Incident process, supporting resolution, post-incident reviews, and embedding learning.
About YouRequirements
  • Bachelor's degree or equivalent required, preferably in a software engineering or related discipline.
  • 3+ years of experience in software development and/or experience supporting applications in the cloud (AWS, AZURE, Etc.).
  • Advanced English level is a must.
  • Understanding of technologies used to build and operate distributed application systems (Network, Security, CI/CD, Telemetry, APIs, Etc.).
  • Constant focus on learning new technologies, languages, architecture concepts, and industry best practices.
  • Some experience with Agile methodologies and the use of modern Cloud and SaaS technologies and systems.
  • Good critical thinking, communication, presentation, documentation, troubleshooting, and collaborative problem-solving skills.
  • Ability to flex styles to work well with a range of stakeholders from extremely technical engineers to non-technical business leaders.
  • Collaborative, energetic, and results-oriented work style.
  • Ability to influence others and drive consensus across stakeholder groups.
  • Ability to perform in a fast-paced environment and motivated by complex technical and business challenges.
What's in it for You?
  • Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more.
  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; and employee incentive programs; resources for mental, physical, and financial wellbeing.
  • Learning and Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
  • Purpose-Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
"}

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