APPLICATION SUPPORT L2

Wipro; Región Centro; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Wipro in Mexico City is seeking an experienced IT Support Professional to own end-to-end incident resolution and manage critical production issues. The role requires strong ITSM knowledge, database troubleshooting, and an operational mindset for on-call scenarios.

Responsibilities include triage, RCA activities, log analysis, and maintaining knowledge bases while delivering consistent customer service. The position emphasizes efficient problem resolution within defined SLAs and a proactive

Formación

• End-to-end incident triage, troubleshooting, impact assessment, and resolution.
• Strong understanding of Incident, Problem, and Change Management including RCA activities.
• Hands-on SQL validation and troubleshooting in Oracle/PostgreSQL environments.
• Understanding the application supported, on-call readiness, incident bridges, and structured troubleshooting.

Responsabilidades

• Support process by managing transactions to quality standards.
• Field all incoming help requests from clients via phone and/or email.
• Update availability in the system to ensure productive workload handling.
• Record, track, and document queries, resolutions and steps taken.
• Follow standard processes to resolve client queries and meet SLAs.
• Access and maintain internal knowledge bases for effective problem resolution.
• Document and analyze call logs to identify trends and prevent recurrence.
• Maintain self-help documents to speed up resolution time.
• Escalate red flags to the Team Leader when needed.

Conocimientos

End-to-End Incident Ownership

ITSM Processes

Database Troubleshooting

Operational Mindset

Observability & Monitoring

Herramientas

Datadog

Splunk

CloudWatch

Descripción del empleo

• [Must have] End-to-End Incident Ownership: Ability to triage, troubleshoot, assess business impact, and resolve critical production issues.
• [Must have] ITSM Processes: Strong understanding of Incident, Problem, and Change Management, including RCA activities.
• [Must have] Database Troubleshooting: Hands-on SQL validation and troubleshooting in Oracle/PostgreSQL environments.
• [Must have] Operational Mindset: Understanding the application they are supporting, comfort with on‑call support, incident bridges, and structured troubleshooting across complex application dependencies.
• [Good to have] Observability & Monitoring: Active log analysis and dashboard usage in tools like Datadog, Splunk, or CloudWatch.

Job Description

application support experience.

• [Must have] End-to-End Incident Ownership: Ability to triage, troubleshoot, assess business impact, and resolve critical production issues.
• [Must have] ITSM Processes: Strong understanding of Incident, Problem, and Change Management, including RCA activities.
• [Must have] Database Troubleshooting: Hands‑on SQL validation and troubleshooting in Oracle/PostgreSQL environments.
• [Must have] Operational Mindset: Understanding the application they are supporting, comfort with on‑call support, incident bridges, and structured troubleshooting across complex application dependencies.
• [Good to have] Observability & Monitoring: Active log analysis and dashboard usage in tools like Datadog, Splunk, or CloudWatch.

MEXICO CITY LOCATION

Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem‑solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self‑help documents for customers to speed up resolution time
  • Identify red flags and escalation serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step‑by‑step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user‑friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Technical Support .

Experience: 3-5 Years

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