Key Objective

Providing application delivery support to meet business need global/regional based.
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


  • Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.
  • 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




  • Bachelor degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
  • At min 5 years of experience as Team Lead in IT business application support and operation background.
  • At minimum with ITIL foundation certificate, advance will be advantage.
  • Understand and practice SDLC and/or Agile software development.


Managerial & Soft Skills


  • Experienced in leading small/medium/big team of application Support or Operations including internal staff, contractors / vendors.
  • 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 knowledge in handling business applications technicality and functionality.
  • 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.
  • Good in technical capabilities in understanding application software architecture, development, support and operation.
  • 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.




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

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