**Responsibilities**
- Oversee the resolution of complex service requests and incidents while ensuring SLA compliance
- Handle escalations and address urgent issues in collaboration with clients and stakeholders
- Provide mentorship and guidance to junior engineers, promoting skill development and team growth
- Analyze and refine existing workflows and support processes to enhance operational effectiveness
- Validate macroeconomic datasets in partnership with financial institutions to ensure data accuracy
- Work with cross-functional teams to manage incident resolution, technical troubleshooting, and change requests
- Develop and maintain detailed documentation, including troubleshooting guides and best practices
- Perform root cause analysis and implement long-term solutions for recurring technical issues
- Manage unique and complex support scenarios using advanced problem-solving strategies
**Requirements**:
- At least three years of experience in Application Support roles
- Experience working with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic concepts
- Strong communication skills for effective collaboration with clients and team members
- Proficiency in ITIL methodologies and service management practices
- Experience in managing incidents and facilitating change management processes
- Ability to perform under pressure, manage escalations, and meet tight deadlines
- Fluency in written and spoken English at a B2+ level
**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 integral 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 Application Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara