We are in search of an experienced **Lead Cloud Application Support Specialist** to guide and execute the success of our cloud support operations. In this role, you will manage a dynamic team, maintain service delivery processes, and ensure critical business KPIs are met while delivering exceptional customer satisfaction.
**Responsibilities**
- Manage and oversee the operations of the business organization
- Demonstrate a proven track record in managing projects, programs, and organizational units
- Take ownership of support issues, leveraging internal and external expertise when necessary
- Resolve escalated matters effectively while maintaining excellent customer communication
- Partner with Google to enhance customer and operational initiatives that improve outcomes
- Supervise Google Cloud Platform operations with a focus on achieving efficiency and effectiveness
- Set and track business KPIs, taking actionable steps to attain established targets
- Ensure staffing levels and productive hour requirements are consistently fulfilled
- Foster a positive and engaging work environment to enhance employee satisfaction
- Oversee financial aspects to align operational performance with strategic objectives
- Serve as the primary point of contact for the Google management team
- Analyze support trends to adapt processes and implement ongoing improvements
- Coach and mentor team members in boosting customer understanding and anticipating needs
**Requirements**:
- 4+ years of experience in Developer, SysAdmin, or DevOps roles managing complex IT environments
- At least 1 year of leadership experience in relevant fields
- Background in managing multiple clients within IT service environments
- Proficiency in identifying and addressing team resource issues efficiently
- Expertise in handling escalations, contracts,



rotations, and customer relationships
- Showcase of robust problem-solving capabilities tailored to meet client needs
- Familiarity with fostering a strong and collaborative team environment through leadership
- Qualifications in ITIL Foundation (v3 or higher)
- Capability to supervise help support engineers, ensuring timely responses to tickets and calls
- Flexibility to manage new challenges while driving continuous improvement efforts
- Understanding of delivering high-quality, clear, and unambiguous deliverables
- Background in navigating delivery complexities while ensuring smooth key operations
- Capability to create realistic mid
- and long-term resource strategies
- Knowledge of deploying new services effectively in changing operational contexts
**Nice to have**
- Understanding of environments utilizing Cloud Providers such as AWS, Google, or Azure
- Experience in mentoring and team-building to strengthen cohesive team dynamics
- Proficiency in Cloud Services, including leveraging tools to optimize efficiency
- Familiarity with designing Service Desk documentation according to set standards
- Background in Scrum principles, including standups, backlogs, retrospectives, and iterations
- Training in project management practices and advanced ITIL certifications, such as Service Operations or 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)
- 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.

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