IT Support Analyst – Application Operations

Jobgether; México; Remote; MXN 260,000 - 420,000; Full time

Benefits offered by this job

Remote work worldwide

Fixed-term contract

ASAP start

Job summary

Jobgether is seeking an IT Support Analyst – Application Operations in Mexico to investigate incidents, troubleshoot banking applications, and improve operational stability. You will work with developers, vendors, and IT teams to resolve issues, monitor systems, and automate processes, contributing to continuous service improvement.

The role emphasizes problem-solving, cross-functional collaboration, and maintaining accurate knowledge base documentation.

Qualifications

• Experience in IT application support or operations.
• Strong understanding of IT service management processes.
• Experience with Jira and Confluence for incident tracking and documentation.
• Analytical approach to troubleshooting complex application issues.
• Knowledge of monitoring and incident management in banking/enterprise environments.

Responsibilities

• Analyze recurring IT incidents, identify root causes, and implement corrective measures to improve application reliability.
• Troubleshoot application errors in test environments with developers and vendors.
• Monitor banking applications and IT systems, identify automation opportunities.
• Configure and administer banking applications (e.g., OpenLease) per business requirements.
• Provide first- and second-level application support and contribute to major incident management.

Skills

Analytical thinking

Problem solving

Communication

Collaboration

English

German

Tools

Jira

Confluence

Splunk

SQL

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an IT Support Analyst – Application Operations based in Mexico.

Join a dynamic IT operations environment supporting critical banking applications and ensuring reliable, secure, and efficient system performance. In this role, you will investigate recurring incidents, identify root causes, and implement sustainable solutions to minimize disruptions. You will work closely with developers, software vendors, and internal IT teams to troubleshoot application issues and improve operational stability. Your responsibilities will span application monitoring, configuration management, incident resolution, and user access administration. You will also contribute to process automation, knowledge sharing, and continuous service improvement. This opportunity is ideal for an analytical, proactive IT professional who enjoys solving complex technical problems and supporting business-critical applications in a collaborative environment.

Accountabilities

• Analyze recurring IT incidents, identify root causes, and implement sustainable corrective measures to improve application reliability and reduce service disruptions.
• Investigate, reproduce, and troubleshoot application errors in test environments, collaborating with developers, software vendors, and internal technical teams to resolve issues efficiently.
• Monitor banking applications and IT systems, optimize existing monitoring processes, and identify opportunities for automation and operational improvements.
• Configure and administer banking applications, particularly OpenLease, including system settings, workflows, and user roles according to business requirements.
• Provide first- and second-level application support, contributing to major incident management through fault diagnosis, prioritization, resolution coordination, and stakeholder communication.
• Process user access requests and maintain permissions in accordance with internal security policies and access management standards.
• Document technical investigations, workarounds, configuration changes, and incident resolutions while maintaining accurate and up-to-date knowledge base documentation.
• Support continuous improvement initiatives across application operations, incident management, monitoring, and IT service delivery.

Requirements

• Previous experience in IT application support, application operations, or a similar role, ideally within a complex enterprise or financial services environment.
• Solid understanding of incident management, problem management, troubleshooting methodologies, and IT service management processes.
• Experience using IT service management and documentation tools, particularly Jira and Confluence.
• Strong analytical and problem-solving skills, with the ability to investigate complex application issues systematically and develop practical, long-term solutions.
• Technical understanding of application environments, system configurations, monitoring processes, and software troubleshooting.
• Strong communication and collaboration skills, with the ability to work effectively with technical teams, business stakeholders, and external software providers.
• Ability to learn quickly, adapt to complex banking applications, and manage competing priorities in a structured and solution-oriented manner.
• Very good German and English communication skills, both written and spoken.
• Experience with monitoring tools, particularly Splunk, and basic SQL knowledge for troubleshooting and data analysis are advantageous.
• Familiarity with banking applications, financial services regulations, and IT security policies is a plus.

Benefits

• Remote work: The original listing advertises a worldwide remote arrangement; confirm location and contractual eligibility for India during the application process.
• Employment arrangement: Fixed-term employment contract.
• Start date: As soon as possible.
• Professional development: Opportunity to deepen your expertise in application operations, enterprise IT support, incident management, and banking technology.
• Technical exposure: Hands-on experience with business-critical banking applications, monitoring tools, troubleshooting, and cross-functional IT collaboration.
• Problem-solving and ownership: An opportunity to contribute directly to system stability, operational efficiency, and continuous service improvement.
• Compensation: Salary and other financial benefits are not specified in the original job description.