Applications support specialist (Guadalajara)

We're looking for a hands‑on L3 Support Engineer who will act as the escalation point for critical production issues across trading and risk systems. Own L3 escalations end‑to‑end: triage, root cause analysis, remediation, and post‑incident follow‑up with engineering and stakeholders.

Responsibilities

• Partner with product and engineering to improve reliability, operability, and supportability of applications, including logging, metrics, and alert quality.
• Develop scripts, runbooks, diagnostics, and quality‑of‑life tools that streamline investigations and reduce meantime to resolution.
• Contribute to incident reviews and problem management, driving permanent fixes and automation for recurring issues.
• Participate in a limited weekend/on‑call rotation (approximately 4–6 weekends per year) with compensating time‑off per policy.
• Collaborate with engineering and trading support teams in a hybrid environment.

Qualifications

• Bachelor's degree (or equivalent experience) and 3+ years in software engineering or production support.
• Proficient in Java or a similar language; familiarity with Linux and bash.
• Experience with SDLC and support tooling: Git Lab, incident management, JIRA, and standard ticket triage/prioritization.
• Experience supporting trading systems or desks at a large investment bank.
• SQL proficiency for rapid data validation and incident triage.
• Experience with object‑oriented programming and microservices‑based Java/SOA environments.
• Monitoring/alerting setup and tuning (e.g., Prometheus, Grafana, Kibana, PagerDuty).
• Familiarity with DevOps/CI/CD practices and agile delivery.

EEO Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC Infotech is committed to providing veteran employment opportunities to our service men and women.