Sr.
associate, end user support and governancecountry: mexicoas a sr.
associate, end user support and governance, you will help us in different fronts:- reception and resolution of incidents reported by the different business units.
record (tickets) of all issues documenting the root cause, what was done to resolve them, from initiation to closure.- monitor the dashboards where eut tracks the status of the open tickets.
ensure that all team members are working on incident/ticket resolution and that the work is compensated.- use the eut dashboards for data analytics in order to identify possible problems.- periodic proactive review of the systems (videoconference rooms, printers, telephones, turrets, televisions, etc.
).- periodically review that all business desks are operating as usual with no technology related problems.- analyze the existing platforms and define plans to enhance them and promote self service capabilities.- resolve vulnerabilities, patching and track the remediation to make sure that the environment is healthy.- support with audits (internal audits, externals audits and internal reviews) focus in the infrastructure area.- make sure all executions done in production have a ticket associated and follows santander standard (pto process)