**Responsibilities**
- Oversee and manage organizational operations
- Manage support issues by involving internal or external expertise as required
- Resolve escalations effectively and maintain professional communication with customers
- Administer operational finances and drive alignment with business KPIs
- Ensure staffing levels and productivity expectations are achieved while promoting employee satisfaction
- Monitor support trends and make process adjustments for continuous improvement
- Build, coach, and mentor a collaborative team environment to respond efficiently to inbound inquiries and tickets
**Requirements**:
- Background in Developer, SysAdmin, DevOps, or similar roles with at least 5+ years of experience managing complex systems
- Expertise in handling multiple clients in IT services and leading teams of 50+ personnel
- Skills in managing customer relationships, escalations, contracts, and resource allocations
- Proactive and self-driven with a capability to address day-to-day resource challenges
- Qualifications in ITIL Foundation certification (v3 or higher)
- Proficiency in identifying customer needs and delivering clear, high-quality solutions
- Competency in team-building and mentoring, fostering employee engagement
- Detailed-oriented with a showcase of resolving escalated incidents and adapting solutions promptly
- Capability to manage delivery complexity, personnel dynamics, and change processes effectively
- Familiarity with strategizing mid
- and long-term goals and deploying new services
- Understanding of effective communication strategies with B2+ English proficiency
**Nice to have**
- Background in environments supporting Cloud Providers (AWS, Google, Azure, etc.)
- Proficiency in mentoring teams and developing positive team dynamics
- Understanding of Cloud Services and Service Desk documentation design standards
- Familiarity with Scrum principles,



including backlog management, retrospective, iteration, and standup practices
- Qualifications in project management training and relevant experience
**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