.**This position's location is only in SPGG, Nuevo Leon, Mexico, on a hybrid WFH scheme (3 days at home and 2 at the office). **IT IS NOT A REMOTE ROLE****Major Duties and Responsibilities**- Monitor Application service level compliance, help in reducing risks and defining mitigation plans, and assist in resolving issues when required.- Ensure that tickets are formally closed and, where proper, after review, and record lessons learned.- Adhere to compliance policies and enforce operation procedure.- Drive for operational excellence of business-as-usual processes.- Provide regular and accurate reports to stakeholders as appropriate.- Prepare achievable/improvement plans and track activities schedule.- Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding.- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing.- Participate in the planning and coordination of regular product releases/enhancement- Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.- Identifying, assessing and managing risks to the success of the business-as-usual processes.- Participate in the planning and coordination of quarterly product releases for our customer base.- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing- Liaise with the various local and international support groups for Incident and Request Tasks escalation- Act as incident manager and communicate outages to respective stakeholders and management- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents- Analyse the reoccurring Incidents and Requests and proposed the permanent solution/best practices.- Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.- Adopting agile practice as part of support process aligned with regional/global- Ensuring security and audit compliance for all the support deliverables**Qualification**- Bachelor's degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.- At minimum with ITIL foundation certificate, an advance will be an advantage.- Understand and practice SDLC and/or Agile software development.**Soft Skills**- Fluent in-service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.- High capability to handle business/customer complaints and queries effectively.- Highly motivated, results-driven, and able to multi-task.- Experience in engaging with internal and external stakeholders in defining business requirements.- Flexible and committed. As when required during critical incident or event to work beyond office hours/ different time zone