Senior Support Engineer

**THIS POSITION REQUIRES A FLUID ENGLISH COMMUNICATION SKILLS AND IS ONLY ON WFH HYBRID SCHEME, 3 DAYS AT HOME AND 2 AT THE OFFICE (CANNOT BE REMOTE), MEANING THAT THE RESOURCE SHALL LIVE EXCLUSIVELY IN or NEAR NUEVO LEON, MEXICO.****Key Objective**Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.Design and implementation of support processes using ITIL best practices.Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.**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 appropriate, subsequently review, and record lessons learnt.- 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 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 stake holders and management- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents- Develop/enhance appropriate processes and procedures.- Analyze 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 degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.- At minimum with ITIL foundation certificate, advance will be advantage.- Understand and practice SDLC and/or Agile software development.**Managerial & Soft Skills**- Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.- Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.- Excellent in analytical thinking, problem solving and negotiation skill.- Excellent in customer service (customer focused) 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 on 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 on Java,.Net and any other software / programming languages.- Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc.- Good knowledge in API, webservices and other integrations technologies.- Advanced and depth knowledge in SQL Query / PLSQL- Understand either practice or adopting Agile methodology and understand 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