Technical & Business Operations Analyst (Guadalajara)

Job ID: ********

Travel: Minimal

Managerial: No

Location: Mexico-Guadalajara (AM)

Overview

The role involves handling incidents and service requests from customers or end‑users by following the standard methods and procedures of the unit.

Responsibilities

• Perform ticket analysis, service interruption analysis, triage of issues and follow‑up with relevant teams for resolution.
• Ensure all required ticket information (e.g., screenshot of error, customer ID) is available for further analysis and run methods and procedures to provide resolution to known/recurring issues.
• Perform queue management for assigning tickets to other teams, and follow up for timely resolution while tracking SLAs.
• Ensure timely resolution or escalation within the agreed SLA, creating a positive customer support experience and building strong relationships through professional communication.
• Update checklists for quality assurance and progress tracking following standard operating procedures.
• Ensure seamless handover between shifts and monitor and publish SLA achievement by tracking all KPIs.
• Provide crystal‑clear communication and documentation as a point of contact.
• Validate, verify, and correct artifacts of the system (reports, bills, event records, screens, etc.) and properly document any detected errors.
• Perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.

Qualifications

• Bachelor’s degree in Science/IT/Computer Science or equivalent.
• Experience writing software code in at least one programming language.
• Good knowledge of Object‑Oriented Design and development.
• Experience in Production Support or Application Support.

Benefits

• Opportunity to showcase fine‑tuned skills for resolving issues and helping end‑users.
• Key member of a global, dynamic, and highly collaborative team with possibilities for personal and professional development.
• Opportunity to work in a multinational environment for the integral market leader in its field.

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce.