Overall Objective of this role
As an Applications Support Lead, you will be responsible for overseeing and managing the delivery of technical support services for our critical applications. You will work closely with IT teams, business users, and vendors to ensure timely and effective resolution of application issues. Your leadership and technical expertise will be instrumental in maintaining the stability and performance of our applications, supporting our business objectives.
Main Responsibilities
- Team Management: Lead and mentor a team of applications support engineers, providing guidance and support for their professional development.
- Incident Resolution: Ensuring timely resolution of critical issues (N1,N2) .
- Problem Management: Identify and resolve recurring problems to prevent future incidents. Manage the request of root cause solutions with engineering and product teams
- Knowledge Base Management: Maintain and update a comprehensive knowledge base of troubleshooting procedures and solutions.
- Service Level Agreement (SLA) Management: Define and ensure adherence to SLAs for application support services. Optimize SLA’s through process improvement and request for operative enhancements to product and engineering teams.
- Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance support services.
- Reporting: Prepare and analyze reports on support metrics and trends to identify areas for improvement.
- Oversee the entire software development lifecycle receiving knowledge transfer and playbooks for support of new features and products from engineering on releases.
- Manage the employee lifecycle, including hiring, onboarding, and performance management.
- Effectively manage all team-related activities (e.g., sprint planning, retrospectives).
- Make data-driven decisions for both project execution and team management.
- Manage the employee lifecycle, including hiring, onboarding, and performance management.
- Effectively manage all team-related activities (e.g., sprint planning, retrospectives).
- Promote a culture of diversity, equity, and inclusion.
- Make data-driven decisions for both project execution and team management.
Key Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in application support or a related field.
- 3+ Years of experience in leadership / coordination positions
- Strong knowledge of Java programing language and Spring Core framework.
- Strong technical knowledge of [relevant application technologies, e.g., banking cores, financial ledgers, digital wallets, credit card processors].
- Proven experience managing and leading technical teams.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work under pressure.
- Certifications: Certifications in IT Operations frameworks (ITIL, Cobit), Java and AWS.
Digital FEMSA está comprometida con un lugar de trabajo diverso e inclusivo.
Somos un empleador que ofrece igualdad de oportunidades y no discrimina por motivos de raza, origen nacional, género, identidad de género, orientación sexual, discapacidad, edad u otra condición legalmente protegida.
Si desea solicitar una adaptación, notifique a su Reclutador.