We are seeking a **Senior Cloud Application Support Specialist** to join our vibrant team, which consists of 24 members based across three different countries.
**Responsibilities**
- Work with automatically generated or user-raised incidents in ServiceNow
- Follow detailed workflows outlined in Confluence
- Escalate cases to clients and manage interactions
- Validate financial data on official websites, understanding its relevance to macroeconomic categories
- Handle case sensitive data in compliance with strict SLAs
- Handle complex, non-BAU ad hoc requests
- Update operational documentation regularly
- Escalate intricate issues from L1 once moved to L2 team
- Participate in incident and change management processes
**Requirements**:
- 2+ years of experience in Level 1 Application Support
- Background in working with ticketing systems
- Capability to communicate effectively with external users
- Prior experience in financial / banking companies, or a strong knowledge of macroeconomics
- Demonstrated ability to work under pressure with high stress resistance
- High level of motivation
- Proficiency in English at B2 level or above
**Nice to have**
- Experience with ITIL methodologies
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club,



toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading general provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Senior Cloud Application Support Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara