Lead Scheduling Platforms Support Engineer

Nagarro; Región Centro; Hybrid; MXN 900,000 - 1,800,000; Full time

Job summary

Nagarro, a Digital Product Engineering company, is seeking an Associate Principal Engineer - Lead Support Analyst to oversee global scheduling applications. You will lead a team of Application Support Analysts, ensure operational continuity, and drive improvements in reliability and performance.

The role partners with IT operations, business stakeholders, and vendors to implement best practices, manage incidents, and guide changes across regions and time zones in a fast-paced environment.

Qualifications

• IBMS/WHATSOn or similar scheduling software experience.
• Undergraduate degree required.
• Experience leading a team of Application Support Analysts.
• Working knowledge of Windows environment.
• Strong SQL/PL SQL knowledge.
• Experience with Service Desk workflows and ticket management (Service Now, Jira).
• Experience with process documentation tools (PowerPoint, Visio).
• Excellent communication and leadership skills.

Responsibilities

• Lead a global team of Application Support Analysts across regions and time zones.
• Oversee incident, problem, and change management for critical scheduling apps.
• Ensure performance, reliability, and operational continuity of enterprise systems.
• Develop monitoring strategies and dashboards for service performance.
• Collaborate with IT, business units, and vendors to drive improvements.
• Provide on-call support and support special IT projects.

Skills

Team leadership

ITIL processes

SQL

Oracle PL/SQL

Service Desk tools

Windows OS

Jira

ServiceNow

Communication skills

Problem solving

Education

Undergraduate degree

Tools

IBMS / WHATSOn

PowerPoint

Visio

ServiceNow

Job description

Nagarro, a Digital Product Engineering company, is seeking an Associate Principal Engineer - Lead Support Analyst to oversee global scheduling applications. You will lead a team of Application Support Analysts, ensure operational continuity, and drive improvements in reliability and performance.

The role partners with IT operations, business stakeholders, and vendors to implement best practices, manage incidents, and guide changes across regions and time zones in a fast-paced environment.