At a glance
- Workplace
- Hybrid
- Location
- Guadalajara, Jalisco
About the role
- Brillio is seeking a Lead Engineer to manage product backlog, incident management, ITSM, desktop support, and business processes at the program or enterprise level.
- The role involves stakeholder management, shaping the product roadmap and vision, designing product blueprints, and overseeing ITIL incident and change management.
Responsibilities
- Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets.
- Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability.
- Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users.
- Administer user accounts, password resets, and access requests via Active Directory and ticketing tools.
- Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base.
- Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents.
- Identify and implement process improvements to optimize service desk workflows and increase efficiency.
- Report on service desk performance, KPIs, and SLA compliance to support operational excellence.
Requirements
- Service desk operations
- Incident management
- ITSM and ITIL framework expertise
- Windows 10/11 administration
- Active Directory management
- Ticketing tools (ServiceNow, Remedy, Jira Service Management)
- Microsoft 365 support
- Remote desktop troubleshooting
- Network troubleshooting (TCP/IP, VPN)
- Hardware and software support
Preferred qualifications
- Azure Active Directory administration
- Endpoint management
- Basic server administration
- ITIL governance and escalation management
- Vendor management
- KPI and SLA reporting
- Bachelor's degree in Computer Science, Information Technology, or a related field
- ITIL Foundation certification
Skills
- ServiceNow
- Remedy
- Jira Service Management
- Windows 10
- Active Directory
- Microsoft 365
- TCP/IP
- VPN
- ITIL
- ITSM
