Application Support Engineer

**This position's location is only in SPGG, Nuevo Leon, Mexico, on a hybrid WFH scheme (3 days at home and 2 at the office). **IT IS NOT A REMOTE ROLE**

**Major Duties and Responsibilities**
- Monitor Application service level compliance, help in reducing risks and defining mitigation plans, and assist in resolving issues when required.
- Ensure that tickets are formally closed and, where proper, after review, and record lessons learned.
- Adhere to compliance policies and enforce operation procedure.
- Drive for operational excellence of business-as-usual processes.
- Provide regular and accurate reports to stakeholders as appropriate.
- Prepare achievable/improvement plans and track activities schedule.
- Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding.
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing.
- Participate in the planning and coordination of regular product releases/enhancement
- Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
- Identifying, assessing and managing risks to the success of the business-as-usual processes.
- Participate in the planning and coordination of quarterly product releases for our customer base.
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
- Liaise with the various local and international support groups for Incident and Request Tasks escalation
- Act as incident manager and communicate outages to respective stakeholders and management
- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
- Analyse the reoccurring Incidents and Requests and proposed the permanent solution/best practices.
- Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
- Adopting agile practice as part of support process aligned with regional/global
- Ensuring security and audit compliance for all the support deliverables

**Qualification**
- Bachelor's degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
- At minimum with ITIL foundation certificate, an advance will be an advantage.
- Understand and practice SDLC and/or Agile software development.

**Soft Skills**
- Fluent in-service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
- 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. As when required during critical incident or event to work beyond office hours/ different time zone.
- Well-versed with any ticketing system and monitoring system.

**Technical Skill**
- Good technical background in Java,.Net and any other software / programming languages.
- Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc. and API, webservices and other integrations technologies.
- Advanced and depth knowledge in SQL Query / PLSQL
- Understand either practice or adopting Agile methodology and understanding of Scrum methodology.
- Some understand and adopting cloud computing (Azure) / solutioning.

**Desired**
- Insurance Knowledge.
- Data Interpretation
- Willingness to go the extra mile and think out of the box
- Having Microsoft Azure certification is a big plus.