We are seeking an experienced and driven **Lead Cloud Application Support Specialist** to guide and ensure the effectiveness of our cloud support operations. In this role, you will lead a dynamic team, manage service delivery processes, and support the achievement of critical business KPIs while ensuring exceptional customer outcomes.
**Responsibilities**
- Lead the operations of the business organization
- Showcase a proven track record in managing projects, programs, and organizational units
- Handle support issues with accountability, engaging internal and external expertise when needed
- Manage escalations efficiently, ensuring consistent and transparent customer communication
- Collaborate with Google to advance customer and operational initiatives enhancing performance
- Oversee Google Cloud Platform operations, emphasizing optimal efficiency and productivity
- Establish and monitor business KPIs, driving impactful actions to meet objectives
- Align staffing levels and productive hours with operational targets
- Promote employee engagement and overall team satisfaction
- Oversee financial facets of the operation to ensure alignment with strategic priorities
- Serve as the primary point of contact for the Google management team
- Analyze support trends and refine processes while implementing continuous improvements
- Guide and mentor team members to deepen their understanding of customer needs
**Requirements**:
- 4+ years experience as Developer, SysAdmin, or DevOps in managing complex IT ecosystems
- Leadership experience spanning at least 1 year
- Background in handling multiple client operations in IT services environments
- Proficiency in preemptively addressing team resource challenges
- Expertise in managing escalations, contracts, rotations, and client relationships




- Showcase of advanced problem-solving capabilities attuned to customer requirements
- Familiarity with fostering a collaborative and productive team environment
- Qualifications in ITIL Foundation certification (v3 or above)
- Capability to guide help support engineers for responsive ticket and call handling
- Flexibility to adapt readily to challenges while identifying improvement opportunities
- Understanding of crafting high-quality, precise deliverables
- Background in managing service delivery complexities without operational disruptions
- Capability to formulate sustainable mid and long-term resource roles and strategies
- Knowledge of deploying services seamlessly and managing ongoing changes effectively
**Nice to have**
- Knowledge of environments incorporating Cloud Providers like AWS, Google, or Azure
- Background in mentoring and fostering team cohesion
- Proficiency in utilizing Cloud Services to achieve effective solutions
- Familiarity with creating standards for Service Desk documentation
- Understanding of Scrum frameworks and concepts such as standups, retrospectives, backlogs, and iterations
- Capability to benefit from project management training and qualifications like advanced ITIL certifications (e.g., Service Operations, CSI)
**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)
- Adaptable 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 global 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.

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