L1/L2 Production Support Professional

hace 3 días

Mexico City Metropolitan Area Thekna Solution IT A tiempo completo

Major technology company requests:

L1/L2 Production Support Professional

Requirements:


• Degree in IT / Computer Science / related discipline


• Advanced English

Experience:

*  Strong understanding of L1/L2 support processes.

*  Experience in production issue triage (preferred).

*  Familiarity with **incident management tools: ServiceNow, Jira, Confluence.

*  Hands-on experience with monitoring and observability tools:

*  Splunk (alerts, dashboards)

*  Grafana

*  OpenTelemetry/AppDynamics

*  Basic knowledge of Kubernetes and application lifecycle tasks..

Desirable:

Proactive mindset with strong attention to detail.

*  Excellent communication and coordination skills.

*  Ability to work in a fast-paced, cross-functional environment.

*  Prior experience in on-call support and release management.

*  Prior Experience in L1 L2 Support is required.

Job Functions:

* Monitoring & Alert Management

*  Regularly monitor Splunk and Grafana dashboards for anomalies.

*  Respond to alerts from Splunk, Grafana, and ServiceNow.

*  Maintain logs of known issues and documented action steps.

* Incident & Ticket Handling

*  Triage production and NPE issues as per defined process.

*  Create, update, and route tickets in ServiceNow/Jira.

*  Communicate status on Teams and maintain Confluence documentation.

* Environment & Application Support

*  Perform app restarts, verifications, and RMQ queue cleanups.

*  Support HA-DR activities, monthly releases, UAT, and NPI.

*  Participate in on-call support for patching, releases, and QA testing bridges.

* Collaboration

*  Maintain contacts and escalation paths for neighboring teams.

*  Coordinate and follow up on cross-team tickets/issues.

Objective
:

JD for L1/L2 Team. Responsible for proactive monitoring, triage, and support of production and non-production environments for the DND/Notification Management domain. The role ensures application health, timely issue resolution, and smooth coordination with Ops and neighboring teams

Hybrid mode


• 3 days a week


• MTY, Santa María


• Guadalajara Country Club


• Mexico City construction credit

We offer:


• Competitive salary: 100% payroll.


• Vacation bonus: 25% of daily salary.


• Christmas bonus: 15 days of base salary.


• Profit sharing.


• Savings fund: 4% of monthly salary subject to the legal limit (payable every 6 months).


• Food stamps: 4% of monthly salary subject to the upper limit set by Mexican law.


• Major medical insurance for the employee and their eligible dependents (spouse, children).


• Life insurance


• Employee professional development through training

Interested applicants should send their CV in English to

or to WhatsApp at /

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