{"id":2507234,"url":"https://alion.io/job/nagarro-associate-principal-engineer-lead-support-analyst","title":"Associate Principal Engineer - Lead Support Analyst","company":{"id":2457,"name":"Nagarro","domain":"nagarro.com","url":"https://alion.io/company/nagarro","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"A","score":90,"open_postings":53,"ghost_share":0,"stale_share":0.396,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Oracle","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T03:13:09Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T10:48:03Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale - across all devices and digital mediums, and our people exist everywhere in the world (15000+ experts across 26 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!\n The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group, overseeing the support, stability, and performance of mission-critical scheduling applications used across global media operations. This position leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that underpin content creation, broadcast scheduling, and corporate business functions. The Lead Support Analyst partners with IT operations, business stakeholders, and vendors to maintain reliability, implement best practices, and drive continuous improvement across\nKey Responsibilities\nTeam Leadership & Operational Oversight\nLead a global team of Application Support Analysts responsible for supporting and maintaining multiple high-impact scheduling and corporate applications.\nPrioritize and coordinate assignments for issues impacting mission-critical systems across regions and time zones.\nMentor, coach, and cross-train team members to enhance technical expertise and ensure consistent service delivery standards. \nIncident, Problem & Change Management\nOversee incident and problem management processes for assigned applications, ensuring timely triage, resolution, and communication for production issues.\nTroubleshoot application issues, identify immediate remediation steps, determine root causes, and coordinate long-term corrective actions.\nManage change control activities, including database updates, configuration changes, and off-hours deployments in collaboration with global IT teams.\nEnsure compliance with ITIL best practices for Incident, Problem, and Change Management. \nSystem Support & Maintenance\nEnsure optimal performance and reliability of mission-critical systems supporting content scheduling, broadcast operations, and enterprise functions. \nPerform routine maintenance, upgrades, and operational tasks during scheduled off-hours as needed. \nSupport testing activities including functional, regression, integration, and user acceptance testing (UAT) for application changes and releases. \nMonitoring, Reporting & Continuous Improvement\nDefine and implement enterprise monitoring strategies to proactively identify and respond to developing issues. \nDevelop dashboards and executive-level reporting, including ticket burndown charts, system performance metrics, and team performance indicators. \nIdentify and deliver process improvements, automation opportunities, and self-service reporting tools to reduce manual and ad hoc requests. \nAnalyze recurring issues and recommend long-term process or technology improvements. \nStakeholder & Vendor Management\nCollaborate closely with Corporate IT teams, business units, and end users to align application support activities with organizational priorities. Develop and maintain strong relationships with software and hardware vendors, managed service providers, and third-party partners. \nStay informed about application roadmaps, upcoming enhancements, and industry trends relevant to enterprise media systems. \nAdditional Responsibilities\nProvide on-call support on a rotational basis, including nights, weekends, or alternate shift schedules.\nSupport special projects and other tasks as assigned by IT leadership. \nRequirements\nExperience with Operative’s Integrated Broadcast Management System (IBMS), or MediaGenix’s WHATSOn or other distribution and scheduling software is a mandatory requirement for this role. \nUndergraduate Degree, required. \nExperience leading a team of Application Support Analysts \nWorking knowledge of the Windows operating environment. \nCompetency in relational database structures, particularly SQL and Oracle PL*SQL. \nExperience in Service Desk environments and IT ticket resolution workflows \nExperience with Service Now, Jira or other ticket management software \nExperience with process documentation and process documentation tools (such as PowerPoint and Visio). \nExcellent analytical, communication (both verbal and written), facilitation/organizational skills. \nVery strong results with people and thought leadership skills. \nStrategic, innovative thinking and vision. \nStrong business acumen. \nExcellent analytical skills. \nSolid understanding of technology. \nExcellent organizational skills with particular attention to detail \nAbility to work independently in a fast-paced environment \nAbility to learn new skills and concepts quickly","description_format":"text","description_chars":4830,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-14T07:51:37Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/nagarro-associate-principal-engineer-lead-support-analyst","json_url":"https://alion.io/job/nagarro-associate-principal-engineer-lead-support-analyst.json","meta":{"generated_at":"2026-10-15T13:12:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20380,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2457},"rest":"https://alion.io/mcp/rest/get_company?id=2457"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnagarro-associate-principal-engineer-lead-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnagarro-associate-principal-engineer-lead-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnagarro-associate-principal-engineer-lead-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nagarro-associate-principal-engineer-lead-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnagarro-associate-principal-engineer-lead-support-analyst"}]}