Customer Service Portal Performance Analyst

On-site | Patriotismo, Mexico City

Monday to Friday | Full-time

Immediate availability required

About the Role

We are looking for a Customer Service Portal Performance Analyst to join our team in Mexico City. This on-site position is ideal for someone with a strong background in portal performance, real-time monitoring, and data-driven reporting.

You'll be responsible for ensuring the optimal functioning of our global customer service portal (ISP), tracking response times and user journeys, escalating incidents, and producing reports that guide business and technical teams to resolution and improvement.

Key Responsibilities

• Monitor performance of all key customer portal journeys (login, payments, account updates, etc.)
• Track and report page load times and responsiveness metrics.
• Ensure SLA compliance and proactively escalate any service degradation.
• Lead root cause analysis for anomalies and collaborate with cross-functional teams to resolve incidents.
• Manage incident tickets via tools like ServiceNow and JIRA.
• Build and maintain dashboards and KPIs to monitor performance health.
• Deliver concise, executive-level reports with insights, trends, and recommendations.
• Identify opportunities for improving monitoring tools and automating alerts.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field.
• 5+ years of experience in performance monitoring, SRE, or operations (ideally within customer-facing platforms or financial services).
• Proficiency with monitoring tools: New Relic, Dynatrace, AppDynamics, or Datadog.
• Familiarity with incident tracking tools such as ServiceNow, JIRA, Splunk.
• Solid understanding of SLAs, web performance indicators (TTFB, DOM Load, latency).
• Strong analytical skills with ability to turn metrics into clear insights.
• Excellent verbal and written communication skills (English).
• Self-starter with the ability to manage multiple tasks and follow-ups independently.
• Experience leading coordination across engineering, product, and operations teams.

Preferred Qualifications

• Experience in high-traffic portals or regulated industries (e.g., banking, insurance).
• Familiarity with AWS or Azure, and CI/CD pipeline monitoring.
• Basic knowledge of HTML, CSS, JavaScript, or front-end performance optimization.
• Availability for on-call or off-hours incident monitoring when needed.

Work Conditions & Benefits

• Work model: On-site (Patriotismo, CDMX)
• Schedule: Monday to Friday
• Benefits: Law benefits + Major Medical Insurance (SGMM) + Life Insurance

Interested candidates are encouraged to apply by submitting their CV in English.