Career Opportunities: Network Decommission - Sr Rep (842)

Requisition ID 842 - Posted 

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ABOUT KTSA

KPMG Technology Services Americas or KTSA is a Delivery Center located in Mexico City and Guadalajara that provides information technology & support services in the Americas Region.

Explore the Tech World with KTSA where you can;

Experience a culture where you can interact with multi-cultural teams and people from different backgrounds.

Expand your possibilities and gain stability, at KTSA we celebrate successes and reward our people for the hard work they do every day.

Excel and make an impact, it’s a place where you can create their own footprint and make a legacy.

We invest in people, with internal programs, training and initiatives to develop their skills and help them reach your goals

Express and celebrate your individuality. It's about coming exactly as you are. We empower everyone to live their truth, be themselves, pursue individual interests

Visit KTSA.COM.MX to know more about us.

The Network Decommission resource will be in charge to monitor the queue, analyze and review the task assigned for decommissioning and perform the task according to the SOP, ensure the proper flow of the catalog item, generate and deliver reports of the work done, develop dashboards to ensure the right productivity and Service Levels are met.

Key Responsibilities

•    Monitor incoming tickets and ensure correct categorization, prioritization, and assignment.
•    Balance workload across support teams based on skillset, capacity, and SLA requirements.
•    Track ticket aging and SLA compliance; proactively escalate risks to avoid breaches.
•    Maintain queue quality by reviewing ticket documentation for accuracy and completeness.
•    Generate and analyze reports related to queue performance, ticket trends, and operational efficiencies.
•    Collaborate with service owners, support teams, and management to streamline workflows and improve processes.
•    Identify recurring issues and recommend improvements or problem-management follow-up.

Qualifications & Skills

•    Experience with IT service management tools (e.g., ServiceNow, Remedy, Jira Service Management).
•    Strong understanding of ITIL processes (Incident, Request, Problem, Change).
•    Excellent organizational, communication, and analytical skills.
•    Ability to multitask in a fast-paced operations environment.
•    Precision scheduling

Explore the Tech World with KTSA

Join us! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes.

#KTSACareers #LifeatKTSA #SoyKTSA #ExploreKTSA

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