Senior Software Development Engineer

Brillio; Región Centro; On-site; MXN 480,000 - 720,000; Full time

Job summary

Brillio is seeking a Lead Engineer to oversee IT service management and service desk operations, driving incident resolution and change management in a fast-paced enterprise environment.

You will coordinate cross-functional teams, implement ITIL-based processes, and ensure SLA compliance while mentoring junior staff.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification desirable.
• Microsoft Modern Desktop Administrator or equivalent certification helpful.

Responsibilities

• Lead service desk operations ensuring prompt user issue resolution and SLA adherence.
• Drive incident and change management using ITSM/ITIL frameworks.
• Troubleshoot hardware, software, network, VPN, and email incidents for end users.
• Administer user accounts and access requests via Active Directory and ticketing tools.
• Monitor ticket queues, escalate complex issues, and document in knowledge base.
• Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents.
• Identify and implement process improvements to optimize service desk workflows.
• Report KPIs and SLA compliance to drive operational excellence.

Skills

Service desk operations

Incident management

ITSM/ITIL framework expertise

Windows administration

Active Directory management

Microsoft 365 support

Remote desktop troubleshooting

Network troubleshooting (TCP/IP, VPN)

Hardware and software support

Education

Bachelor's degree in Computer Science / IT

ITIL Foundation certification

Microsoft Modern Desktop Administrator

CompTIA A+ or Azure Fundamentals (AZ-900)

Tools

ServiceNow, Remedy, Jira Service Management

Job description

Lead Engineer

Primary Skills

• Manage Product Backlog, Incident Management, ITSM, Desktop Support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, ITIL - Incident Managment, Change Management, Service Desk

Job requirements

• Experience Range: With at least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support. Key Responsibilities: 1. Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets. 2. Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability. 3. Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users. 4. Administer user accounts, password resets, and access requests via Active Directory and ticketing tools. 5. Monitor ticket queues, elevate complex issues, and maintain accurate documentation in the knowledge base. 6. Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents. 7. Identify and implement process improvements to optimize service desk workflows and increase efficiency. 8. Report on service desk performance, KPIs, and SLA compliance to support operational excellence. Required Skills: 1. Service desk operations 2. Incident management 3. ITSM and ITIL framework expertise 4. Windows 10/11 administration 5. Active Directory management 6. Ticketing tools (ServiceNow, Remedy, Jira Service Management) 7. Microsoft 365 support 8. Remote desktop troubleshooting 9. Network troubleshooting (TCP/IP, VPN) 10. Hardware and software support Preferred Skills: 1. Azure Active Directory administration 2. Endpoint management 3. Basic server administration 4. ITIL governance and escalation management 5. Vendor management 6. KPI and SLA reporting Desired Qualifications: 1. Bachelor's degree in Computer Science, Information Technology, or a related field 2. ITIL Foundation certification 3. Microsoft Certified: Modern Desktop Administrator 4. CompTIA A+ or Azure Fundamentals (AZ-900) certification