IT Application Support Lead

Aon
Mexico City
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Continuous improvement","Stakeholder management","Incident management","Problem-solving","Analytical thinking"]

Lead IT application support operations for the LATAM region, ensuring stability, availability, and performance of critical applications. Own IT Service Management (ITSM) processes, including proactive monitoring and managing AMS (Application Maintenance & Support) activities such as incidents, problems, maintenance, and batch processes. Coordinate resolution of Priority 1/2 incidents, govern AMS vendor relationships, manage Change Management approvals, and drive continuous improvement to reduce support costs and improve service delivery.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Aon
Aon
1 day ago

IT Application Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead IT application support operations for the LATAM region, ensuring stability, availability, and performance of critical applications. Own IT Service Management (ITSM) processes, including proactive monitoring and managing AMS (Application Maintenance & Support) activities such as incidents, problems, maintenance, and batch processes. Coordinate resolution of Priority 1/2 incidents, govern AMS vendor relationships, manage Change Management approvals, and drive continuous improvement to reduce support costs and improve service delivery.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Ensure stability, availability, and performance of critical applications for the LATAM region.
  • •Lead application availability and IT Service Management (ITSM) processes across LATAM.
  • •Oversee AMS operations including proactive monitoring, incidents, problems, maintenance, and batch processes.
  • •Coordinate resolution of Priority 1 and Priority 2 incidents and manage provider escalations.
  • •Govern AMS vendor relationships, approve application-related changes, and drive continuous service improvements.

Key Requirements

  • •Strong experience in Application Support, IT Operations, or IT Service Management in regional or multinational environments.
  • •Knowledge of incident, problem, change, and ITIL processes.
  • •Experience leading vendors, managing service level agreements (SLAs), and running AMS operations.
  • •Ability to manage critical incidents and coordinate multiple teams under pressure.
  • •Analytical mindset with continuous improvement orientation and strong stakeholder relationship skills.
Experience:IT supportIT service management
Skills:Continuous improvementStakeholder managementIncident managementProblem-solvingAnalytical thinking
Tech Stack:IT Service Management (ITSM)ITILApplication Maintenance & Support (AMS)Change ManagementSLAs

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor