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Senior Software Development Engineer
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Salary
≈ $40k – $104k per year (Estimated)
Location
Hybrid (Guadalajara, Mexico)
Seniority
Senior · 4+ years exp
Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 13, 2026. Brillio scores B on the Alion truth index.
Overview
Company
Impact
Profile match
Brillio is an American digital technology services company founded in 2014 that works on data engineering, cloud modernisation, customer experience platforms and applied artificial intelligence for large enterprises. Its clients are concentrated in banking and financial services, healthcare, technology and retail, and it positions itself around building and running digital products rather than the traditional labour-arbitrage outsourcing model. Headquartered in Edison, New Jersey with its largest delivery base in India, it is backed by Bain Capital and employs several thousand engineers across the United States, India, Mexico and Europe.
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
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