Application Support Specialist

hace 3 días


Monterrey, Nuevo León, México Chubb Ina Holdings Inc. A tiempo completo

**Job Summary**

Chubb Ina Holdings Inc. is seeking a highly skilled Application Support Specialist to join our team. As an Application Support Specialist, you will be responsible for ensuring the smooth operation of our business-critical applications and providing exceptional support to our customers.

**Key Responsibilities**

  • Monitor application service level compliance and help reduce risks by defining mitigation plans and assisting in resolving issues as needed.
  • Ensure that tickets are formally closed and review, and record lessons learned to improve processes.
  • Adhere to compliance policies and enforce operational procedures to maintain high standards of quality.
  • Drive operational excellence in business-as-usual processes and provide regular, accurate reports to stakeholders as required.
  • Prepare achievable improvement plans and track activities schedules to ensure timely completion.
  • Ensure support plans are defined for all projects and include appropriate support staffing plans in project funding.
  • Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing, and ensure knowledge transfer between project/dev and support teams.
  • Identify, assess, and manage risks to the success of business-as-usual processes and participate in the planning and coordination of quarterly product releases for our customer base.
  • Liaise with local and international support groups for Incident and Request Tasks escalation and act as incident manager, communicating outages to stakeholders and management.
  • Closely work with regional/global incident manager and service management manager for reporting all P1 and P2 incidents.
  • Develop and enhance appropriate processes and procedures, analyze recurring incidents and requests, and propose permanent solutions and best practices.
  • Maintain the ServiceNow ticketing system, Service Catalogue guidelines, and procedure documentation, and adopt agile practices as part of the support process aligned with regional/global standards.
  • Ensure security and audit compliance for all support deliverables.

**Requirements**

  • Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
  • Excellent communication and interpersonal skills, with the ability to work well with cross-organizational teams.
  • Excellent analytical thinking, problem-solving, and negotiation skills.
  • Excellent customer service skills, with a consultative style of communication when addressing issues and solutions.
  • High capability to handle business/customer complaints and queries effectively.
  • Highly motivated, results-driven, and able to multi-task.
  • Experience in engaging with internal and external stakeholders in defining business requirements.
  • Flexible and committed, with the ability to work beyond office hours or in different time zones when required.


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