**Responsibilities**
- Lead the resolution of advanced service requests and incidents while ensuring adherence to SLAs
- Manage escalations and address high-priority concerns in collaboration with clients and stakeholders
- Mentor junior engineers, fostering skill growth and team development
- Review and enhance existing workflows and support procedures to improve operational efficiency
- Validate macroeconomic datasets, ensuring accuracy in collaboration with financial institutions' platforms
- Collaborate with cross-functional teams to handle incident management, technical troubleshooting, and change requests
- Create and update documentation, including troubleshooting manuals and best practices
- Conduct root cause analysis and implement sustainable solutions for recurring technical challenges
- Handle unique and complex support cases using advanced problem-solving techniques
**Requirements**:
- A minimum of three years of experience in Application Support roles
- Hands-on experience with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking processes, or macroeconomics
- Strong communication skills to effectively collaborate with clients and team members
- Expertise in ITIL principles and service management frameworks
- Experience managing incidents and handling change management processes
- Ability to perform well under pressure, manage escalations, and meet critical deadlines
- Fluency in English, both written and spoken, at a B2+ level
**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 general 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.

📌 Senior Application Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara