IDMC Informatica Support Engineer - Ingeniero de soporte en IDMC Informatica

IDMC Informatica Support Engineer - Ingeniero de soporte en IDMC Informatica

In the role of IDMC Informatica Support Engineer, you will be responsible for IDMC administration, Application monitoring, and issue resolution. You will support operations including incident triage, service request handling, and root cause analysis. Additionally, you will do timely response and resolution of support tickets aligned with SLAs. Key skills include proficiency in IDMC (Informatica's Intelligence Data Management Cloud), ETL processes and cloud platforms, along with strong analytical and communication abilities.

Locations for this position are Mexico (Mexico City, GDL and MTY) hybrid work as per Infosys Mexico's policy during CST time.

• Bachelor's degree or foreign equivalent required from an accredited institution.
• At least 6+ years of experience in Information Technology working in ETL Processes using Informatica, IICS and IDMC .
• Bilingual (Spanish and English) is a must.
• Strong verbal and written communication are a must, as well as the ability to work effectively across internal and external organizations and virtual teams.

• Hands on experience using Informatica Cloud products - IDMC, IICS.
• Solid understanding of APIs, real-time integrations, and application synchronization.
• Proven experience in L2/L3 support processes, incident management, and ticketing tools (e.g., ServiceNow, Remedy).

• Experience in CAI (Cloud Application Integration) is a plus.
• Excellent verbal and written communication skills to interact with clients and stakeholders effectively.
• Experience or familiarity with IDMC platform administration is a strong advantage.
• Strong problem-solving mindset and ability to manage a distributed support team independently.

• Excellent verbal and written communication skills to interact with clients and stakeholders effectively.
• Strong problem-solving mindset and ability to manage a distributed support team independently.
• Self-motivated with a positive attitude and ability to work independently.
• Able to work under a tight timeline.
• Must be able to work flexible hours as needed and strong team player.

• Lead the AMS support team of 5 members focused on IDMC administration, Application monitoring, and issue resolution.
• Manage L2/L3 support operations including incident triage, service request handling, and root cause analysis.
• Ensure timely response and resolution of support tickets aligned with SLAs.
• Serve as the primary point of contact for client communication and cross-functional coordination with stakeholders.
• Drive best practices in IDMC platform administration and monitoring.
• Support real-time data processing and application synchronization pipelines.
• Provide guidance and mentorship to the support team, ensuring knowledge sharing and continuous improvement.
• Coordinate with global teams during shift handovers and escalations.