Senior Application Support Analyst – Advanced English

We are seeking an Application Support Analyst with advanced English proficiency to support business continuity and ensure the reliable performance of critical enterprise applications in an international environment.

Location: Benito Juárez, Mexico City

Work Arrangement: Hybrid (3 days on-site / 2 days remote)

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience: 4–5 years in enterprise application support, preferably in 24/7 operational environments.
• Advanced English proficiency required, both written and spoken.
• Experience troubleshooting complex incidents (P1/P2), performing Root Cause Analysis (RCA), and supporting incident, problem, and change management processes.
• Experience with ServiceNow or comparable ITSM platforms, ticket categorization, technical documentation, and service performance metrics.
• Experience analyzing recurring incidents, support trends, and continuous process improvement opportunities.
• Knowledge of ITIL practices (desirable).
• Experience with reservation systems, Revenue Management platforms, or real-time transaction systems (desirable).

Key Responsibilities

• Provide advanced technical support for enterprise applications used across international operations.
• Diagnose, troubleshoot, and resolve complex incidents escalated from first-level support teams.
• Manage critical P1/P2 incidents, perform Root Cause Analysis (RCA), and coordinate resolution activities.
• Record, categorize, and track incidents using ITSM platforms.
• Analyze incident trends, service performance metrics, and recurring issues to identify opportunities for improvement.
• Collaborate with external service providers, application owners, and international technical teams to resolve incidents.
• Develop technical documentation, support procedures, and troubleshooting guides while contributing to knowledge sharing.

What We Offer

• Gross monthly salary of MXN $30,000–$40,000 (based on experience).
• Benefits above Mexican statutory requirements.
• Hybrid work arrangement (3 days on-site and 2 days remote).