Sr.
associate, end user support and governance
country: mexico
as 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)