Mexico
Concesionaria Vuela Compañía de Aviación S.A.P.I
Grupo Coppel
BPO Service Engineer
Mexico
Mexico City, Mexico City, Mexico
JavaSQLC++C#
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About
Provide support and resolution for second-level incidents and/or service requests, ensuring timely, efficient, and documented handling of received tickets and guaranteeing business operation availability and stability by meeting defined service level agreements.
Responsibilities
Resolve incidents and/or requests reported by level 1 (service desk) and Business, generated based on the service catalog in the ITSM tool with scope for BPO. *
- Escalate to level 3 Data Support incidents and high-impact requests for which there is no defined operational guide for attention or support. *
- Implement security guidelines, validations, authorizations, and defined accesses in handling incidents or service requests involving data. *
- Participate in operational process improvement initiatives, identifying opportunities from incident and trend analysis, ensuring potential impacts on support and data are considered. *
- Comply with response and resolution times within established service levels. *
- Contribute to the creation and maintenance of the KBD for the area, promoting knowledge transfer within the team. *
- Operate within the standardization of official procedures defined by the Centralization area.
RESPONSIBILITIES •
- Resolve incidents and/or requests reported by level 1 and Business, generated based on the service catalog in the ITSM tool with scope for BPO. •
- Escalate to level 3 Data Support incidents and high-impact requests for which there is no defined operational guide for attention or support. •
- Implement security guidelines, validations, authorizations, and defined accesses in handling incidents or service requests involving data. •
- Participate in operational process improvement initiatives, identifying opportunities from incident and trend analysis, ensuring potential impacts on support and data are considered. •
- Comply with response and resolution times within established service levels. •
- Contribute to the creation and maintenance of the KBD for the area, promoting knowledge transfer within the team. •
- Operate within the standardization of official procedures defined by the Centralization area.
Minimum requirements
Knowledge: *
- Informix Database Management: Diagnosis, root cause analysis, and incident resolution through complex SQL queries in Informix environments or other engines. *
- Information extraction, construction of mass data correction scripts (DML), and monitoring of database tables, indexes, and locks. *
- Minor maintenance and execution of Stored Procedures (SPL) and Triggers in Informix. *
- Basic Application Support and Development: Support, reading, and basic modification of source code under the Object-Oriented Programming (OOP) paradigm (e.g., Java, C#, C++) to fix specific issues or perform support scripts. *
- Analysis of error traces, application logs, and component debugging.
Education: *
- Completed Bachelor's degree in: Computer Systems Engineering, Computer Science, Mechatronics Engineering, or related field.
Benefits: *
- Base salary *
- Savings Fund *
- Discounts on furniture and clothing purchases *
- Christmas Bonus *
- Vacation *
- Vacation Premium *
- Profit Sharing *
- Birthday Off Day *
- Study Scholarships *
- School Supplies *
- Family Protection Club *
- Pleasant work environment *
- Among other benefits and perks
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