Senior Software Development Engineer

Brillio 2
Guadalajara +1 more
Hybrid

Who this role is best for

Strong fit for candidates who lead service desk operations and manage ITSM/ITIL frameworks, with a focus on technical support and cross-functional collaboration in a Mexican-based enterprise environment.

Best fit for

  • Candidates with 4-6 years of ITSM/ITIL experience and a background in service desk leadership
    — “at least 4 to 6 years of experience in IT service management and service desk operations”
  • Individuals skilled in Windows 10/11 and Active Directory administration, with a hands-on approach to technical support
    — “Windows 10/11 administration, Active Directory management”
  • Professionals who can optimize workflows and implement process improvements in IT service environments
    — “Identify and implement process improvements to optimize service desk workflows”

Things to consider

  • The role demands direct stakeholder engagement and cross-functional team coordination
    — “Stakeholder Management, Collaborate with infrastructure, network, and application teams”
  • Candidates must be prepared to handle a variety of technical support domains, including hardware, software, and network issues
    — “Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents”

How to stand out

  • Highlight leadership in service desk operations and SLA compliance in your resume and interviews
    — “Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets”
  • Showcase experience with ITIL and ITSM frameworks and their impact on service reliability
    — “Drive incident and change management processes using ITSM and ITIL frameworks”
  • Emphasize your ability to document and maintain a knowledge base for incident resolution
    — “Maintain accurate documentation in the knowledge base”
  • Demonstrate expertise in ticketing tools like ServiceNow, Remedy, or Jira Service Management
    — “Ticketing tools (ServiceNow, Remedy, Jira Service Management)”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

Skills & requirements

Required

IT Service ManagementIncident ManagementITIL FrameworkWindows AdministrationActive DirectoryTicketing ToolsMicrosoft 365 SupportRemote Desktop TroubleshootingNetwork Troubleshooting

Preferred

Azure Active DirectoryEndpoint ManagementBasic Server AdministrationITIL GovernanceVendor ManagementKPI And SLA Reporting

Stack & domain

IT Service ManagementService Desk OperationsIncident ManagementITSM And ITIL Framework ExpertiseWindows 10/11 AdministrationActive Directory ManagementTicketing Tools (servicenow, Remedy, Jira Service Management)Microsoft 365 SupportRemote Desktop TroubleshootingNetwork Troubleshooting (tcp/ip, VPN)Hardware And Software SupportITIL FoundationMicrosoft Certified: Modern Desktop AdministratorComptia A+Azure Fundamentals (az-900)

About the role

Original posting from Brillio 2 via Lever

Lead Engineer

Primary Skills:

  • Manage Product Backlog, Incident Management, ITSM, Desktop Support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, ITIL - Incident Managment, Change Management, Service Desk

Job requirements:

  • Experience Range: With at least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support. Key Responsibilities: 1. Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets. 2. Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability. 3. Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users. 4. Administer user accounts, password resets, and access requests via Active Directory and ticketing tools. 5. Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base. 6. Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents. 7. Identify and implement process improvements to optimize service desk workflows and increase efficiency. 8. Report on service desk performance, KPIs, and SLA compliance to support operational excellence. Required Skills: 1. Service desk operations 2. Incident management 3. ITSM and ITIL framework expertise 4. Windows 10/11 administration 5. Active Directory management 6. Ticketing tools (ServiceNow, Remedy, Jira Service Management) 7. Microsoft 365 support 8. Remote desktop troubleshooting 9. Network troubleshooting (TCP/IP, VPN) 10. Hardware and software support Preferred Skills: 1. Azure Active Directory administration 2. Endpoint management 3. Basic server administration 4. ITIL governance and escalation management 5. Vendor management 6. KPI and SLA reporting Desired Qualifications: 1. Bachelor's degree in Computer Science, Information Technology, or a related field 2. ITIL Foundation certification 3. Microsoft Certified: Modern Desktop Administrator 4. CompTIA A+ or Azure Fundamentals (AZ-900) certification

Source: Brillio 2 careers (Lever)

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