L2 Application Support Engineer — AI-Driven Incident Resolver

FPT Latin America; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

FPT Latin America in Mexico is seeking an L2 Application Support Engineer to ensure reliable application operations and rapid incident resolution. The role involves investigation, runbook execution, and collaboration with L1 teams.

The candidate should have 2-4 years in application support, strong troubleshooting skills, experience with incident management, and familiarity with databases and logs. ServiceNow is used for incident tracking and workflows.

Formación

• 2-4 years of experience in application/technical support.
• Strong troubleshooting and analytical skills.
• Experience with incident management and ServiceNow.
• Familiarity with application, database, and log analysis.
• Ability to work effectively in high-priority incident situations.

Responsabilidades

• Investigate and resolve incidents escalated from L1 teams.
• Analyze applications, databases, and logs.
• Execute runbooks and troubleshooting procedures.
• Use ServiceNow for incident tracking and workflow management.
• Participate in major incident bridges and operational reviews.
• Create and maintain knowledge articles and support documentation.
• Leverage AI tools to improve troubleshooting and learning.

Conocimientos

Troubleshooting

Analytical thinking

High-priority incident handling

Herramientas

ServiceNow

Descripción del empleo

FPT Latin America in Mexico is seeking an L2 Application Support Engineer to ensure reliable application operations and rapid incident resolution. The role involves investigation, runbook execution, and collaboration with L1 teams.

The candidate should have 2-4 years in application support, strong troubleshooting skills, experience with incident management, and familiarity with databases and logs. ServiceNow is used for incident tracking and workflows.