L2 Production Support Engineers

Confidential, Monterrey, Nuevo Leon, Mexico   Responsibilities :
L2 Production Support Engineers would be working on one or more of the following:
• Guide client business users in resolving issues, entering and retrieving data from the system, explaining business process flow and resolving queries.
• Work with the next level of support to resolve issues.
• Diagnose root causes along with other technical teams, identify and shortlist solution alternatives.
• Lead Bridge Lines with technical teams towards the resolution of critical issues.
• Work in productivity improvement initiatives that lead to resolve issues in a faster and/or easier way or to automate manual tasks.
• Elaborate SLA metrics reports.

Qualification:
Candidates should have at least a graduate degree and be a Mexican citizen.
Excellent communication skills in English both spoken and written.

Expected Experience:
Candidates must have 1-5 years experience in one or more of the following technologies / skill sets:
 Basic understanding of at least one business process flow
 Basic understanding of architecture of web applications
 Excellent communication skills in English both spoken and written,
 Good interpersonal skills and demonstrated ability to work in a team
 Understanding of support methodologies, ticket tracking tools and reporting
 Experience in application monitoring by using tools or by checking application logs.
 Unix and SQL knowledge is a plus