Analista de Soporte a Producción Avanzado – L2, Operaciones

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide L2 support for critical applications in 24x7 production environments.

• Address, analyze, and resolve medium to high complexity incidents.

• Perform advanced troubleshooting, log analysis, and event correlation.

• Conduct root cause analysis (RCA) and suggest preventive actions to avoid recurring incidents.

• Coordinate and participate in War Rooms for managing critical incidents.

• Monitor applications using Splunk, AppDynamics, Grafana, or similar tools.

• Create and maintain dashboards, alerts, and monitoring metrics.

• Execute and track production changes, considering impact, dependencies, and potential conflicts.

• Participate in implementations and validations following changes in production.

• Automate operational activities using Shell Script, PowerShell, or Python.

• Collaborate with Development, Infrastructure, Database, Security teams, and vendors to resolve incidents.

• Monitor SLA, KPI, and operational indicators.

• Develop and maintain technical documentation and knowledge articles.

• Identify opportunities for improvement and automation to optimize operations.

• Participate in on-call support rotations and provide 24x7 assistance.

⛳️ Requirements

• 3 years of experience in Production Support, Application Support, Production Support, or critical application support.

• Experience in addressing and resolving L2 incidents in production environments.

• Proficiency in root cause analysis (RCA) and event correlation.

• Advanced knowledge of Linux and experience with Windows Server.

• Proficient in SQL and queries on SQL Server, Oracle, and/or PostgreSQL.

• Experience with monitoring tools such as Splunk, AppDynamics, Grafana, or similar.

• Knowledge in creating dashboards, alerts, and trend analysis.

• Familiarity with ServiceNow for incident, problem, and change management.

• Knowledge of Shell Script, PowerShell, or Python for automation.

• Understanding of Jenkins, Git, and CI/CD concepts.

• Basic to intermediate knowledge of Docker and Kubernetes.

• Experience in managing and executing production changes and implementations.

• Knowledge of SLA, KPI, and ITIL.

• Preferred experience in the banking sector or with critical applications.

• Strong analytical, decision-making capabilities, and handling critical incidents.

• Excellent communication, coordination, and teamwork skills with multidisciplinary teams.

• Availability to work in a 24x7 shift schedule.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Comprehensive health and wellness programs.

• Collaborative and inclusive work environment.