Lead Application Support Specialist

The Global Command Center (GCC) team is a new technology team within the IT Service Management organization responsible for driving technology and business teams to address and prevent customer facing issues in Thomson Reuters suite of applications. Main application / technology services provided by the team: application observability, event & incident management, troubleshooting, knowledge creation, automation.

Join our team! This role is a technology leadership role with no direct reports. However, they will provide oversight and coaching to engineers. Additionally, they will analyze chronic and major issues, design solutions in partnership with the product and IT Service Design teams, build, test, operationalize tools and applications, and act as an escalation for GCC engineers.

About the Role
In this opportunity as a Lead Application Support Specialist, you will:

• Provide Product/Application engineering support to drive continual improvement aimed at the highest standards of reliability, quality, and time-to-market. This should include but is not limited to:
• Responding to incidents and escalations to provide leadership and communication
• Find issues, design, test and implement solutions according to ITSM
• Continually build and refresh your technical skills in Software Development, AI/ML, automation, and cloud computing
• Keen eye on developing customer needs and driving innovation to continually improve
• Working directly with Product engineering and Service Design teams, to drive quality and ensure best practices are followed
• Gather and analyze metrics to understand where quality exists and where support is needed
• Support cross functional process improvement across the service life cycle, from design, testing and release and platform management
• Provide a balanced view of feature development speed and reliability with well-defined service level objectives
• Participate in Major Incident process, supporting resolution, post incident reviews and embedding learning.

About You
You’re a fit for the role if your background includes:

• Bachelor’s degree or equivalent required, preferably in a software engineering or related discipline
• 3+ years of experience in software development and/or experience supporting applications in the cloud (AWS, AZURE, Etc.)
• Advanced English level is a must.
• Understanding of the technologies used to build and operate distributed application systems (Network, Security, CI/CD, Telemetry, APIs, Etc.)
• Constant focus on learning new technologies, languages, architecture concepts, and industry best practices
• Some experience with Agile methodologies and the use of modern Cloud and SaaS technologies and systems
• Good critical thinking, communication, presentation, documentation, troubleshooting and collaborative problem-solving skills.
• Ability to flex styles to work well with a range of stakeholders from extremely technical engineers to non-technical business leaders.
• A work style that is collaborative, energetic, and results-oriented
• Ability to influence others and drive consensus across stakeholder groups.
• Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges.

Location: CDMX

What’s in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-EG1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com .