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:

• Manage the different channels of user requests (email, Teams, calls) and coordinate with the teams for their quick resolution.
• 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)