Lead Application Support Specialist

hace 1 mes


distrito federal, México Thomson Reuters A tiempo completo

Lead Application Support Specialist

The Global Command Center (GCC) team is a new technology team within the IT Service Management organization responsible for driving technology and business teams to address and prevent customer-facing issues in Thomson Reuters suite of applications.

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

Join our team This role is a technology leadership role with no direct reports. However, they will provide oversight and coaching to engineers.

Additionally, they will analyze chronic and major issues, design solutions in partnership with the product and IT Service Design teams, build, test, operationalize tools and applications, and act as an escalation for GCC engineers.

About the Role

In this opportunity as a Lead Application Support Specialist, you will:

  • Provide Product / Application engineering support to drive continual improvement aimed at the highest standards of reliability, quality, and time-to-market.
  • Responding 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.
  • Keen eye on developing customer needs and driving innovation to continually improve.
  • Working 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 You

You’re a fit for the role if your background includes:

  • 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 the 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.
  • A work style that is collaborative, energetic, and results-oriented.
  • Ability to influence others and drive consensus across stakeholder groups.
  • Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges.

Location: CDMX

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 & 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 help our 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.

Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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