**Responsibilities**
- Oversee organizational operations and ensure seamless execution
- Own support challenges, involving internal or external expertise as necessary
- Resolve escalations effectively while maintaining professional communication with customers
- Administer operational finances and target business KPI completion
- Ensure team staffing and productivity align with goals, fostering employee satisfaction
- Track support metrics, refine processes, and coordinate with the business for continuous improvement
- Build, support, and mentor a strong team culture to handle inbound calls and requests effectively
**Requirements**:
- 5+ years in Developer, SysAdmin, DevOps, or similar roles managing intricate environments
- Background in managing multiple clients within IT services and overseeing teams of 50+ personnel
- Knowledge of maintaining customer relationships, addressing escalations, managing contracts, and organizing resource rotation
- Proficiency in addressing daily resource challenges with a proactive and independent approach
- Qualifications in ITIL Foundation certification (v3 or higher)
- Competency in recognizing customer needs, delivering clear, quality outcomes, and resolving issues
- Expertise in team building and employee mentoring with an emphasis on engagement
- Understanding of analyzing escalated incidents, adapting quickly, and providing timely solutions
- Capability to manage complex deliveries, human dynamics, and organizational changes effectively
- Familiarity with strategic mid
- and long-term planning and deploying innovative services
- Showcase of strong communication abilities and a B2+ English proficiency level
**Nice to have**
- Background in environments supporting Cloud Providers (AWS, Google, Azure, etc.)
- Proficiency in fostering mentoring relationships and team development
- Skills in Cloud Services and designing Service Desk documentation standards




- Understanding of Scrum principles, including standups, retrospectives, backlog management, and iteration planning
- Project management training complemented by prior 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)
- Versátil 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.

📌 Operations Manager (Guadalajara)
🏢 Epam Systems
📍 Guadalajara