**Responsibilities**
- Lead and oversee organizational operations
- Resolve support issues, utilizing appropriate internal or external expertise
- Manage escalations effectively, ensuring clear and professional communication with customers
- Administer financial aspects of operations while driving business KPIs
- Maintain staffing levels and productivity standards, fostering employee engagement and satisfaction
- Track support trends, refine processes, and ensure alignment with business objectives for ongoing improvements
- Develop, coach, and mentor a cohesive team capable of efficiently handling inbound calls and tickets
**Requirements**:
- Minimum 5+ years of experience in Developer, SysAdmin, DevOps, or similar roles requiring management of complex environments
- Background in managing IT services for multiple clients and leading teams of 50+ resources
- Proficiency in handling customer relationships, escalations, contracts, and resource rotation
- Self-driven and capable of addressing daily resource challenges with effectiveness
- ITIL Foundation certification (v3 or higher)
- Competency in recognizing customer needs, resolving challenges, and delivering high-quality outcomes
- Showcase of team-building and mentoring skills with a focus on employee engagement
- Detail-oriented and capable of addressing escalated incidents while adapting to dynamic situations and resolving solutions promptly
- Understanding of delivery complexity, human factors, and effective change management practices
- Familiarity with setting realistic mid
- and long-term goals and deploying new services
- Strong communication skills coupled with a B2+ English proficiency level
**Nice to have**
- Familiarity with ecosystems supported by Cloud Providers (AWS, Google, Azure, etc.)
- Background in nurturing and building high-performing teams
- Proficiency in Cloud Services workflows and Service Desk documentation standards
- Knowledge of Scrum methodologies,



including standup meetings, retrospectives, backlog management, and iterative cycles
- Qualifications in project management techniques and professional 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