**Responsibilities**
- Oversee and manage organizational operations
- Take ownership of support complexities, using internal or external expertise as required
- Resolve escalations effectively and maintain professional communication with customers
- Administer finances related to operations and drive business KPI achievements
- Ensure staffing levels and productivity align with targets while fostering employee satisfaction
- Analyze support trends, refine processes, and collaborate on continuous improvements
- Build, coach, and mentor a collaborative team environment, ensuring effective ticket and call responses
**Requirements**:
- A minimum of 5+ years of experience in Developer, SysAdmin, DevOps, or comparable roles managing complex environments
- Proven background managing multiple client relationships in IT services and leading teams of 50+ personnel
- Expertise in navigating customer relationships, escalations, contracts, and resource allocation
- A proactive and self-motivated nature with competency in addressing resource demands
- ITIL Foundation certification (v3 or higher)
- Capability to identify customer needs, solve challenges, and ensure high-quality deliverables
- Showcase of team-building, mentoring, and driving employee engagement
- Detail-oriented approach and adaptability to manage escalations quickly and deliver timely solutions
- Proficiency in balancing delivery complexities, human factors, and change management
- Familiarity with setting realistic mid
- and long-term goals and implementing new services
- Strong communication skills and a B2+ level of English
**Nice to have**
- Background in environments supporting Cloud Providers such as AWS, Google, or Azure
- Expertise in fostering team-building and mentorship initiatives
- Skills in working with Cloud Services and aligning Service Desk documentation to industry standards




- Understanding of Scrum principles, including standups, retrospectives, backlogs, and iterations
**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.

📌 Operations Manager (Guadalajara)
🏢 Epam Systems
📍 Guadalajara