**Responsibilities**
- Lead the resolution of complex incidents and service requests, ensuring adherence to SLAs
- Manage escalations and collaborate with clients to resolve high-priority issues
- Provide mentorship and guidance to junior support engineers
- Review and optimize existing workflows and support processes
- Validate macroeconomic data and ensure accuracy while working with financial institutions' websites
- Coordinate with cross-functional teams for change management, incident management, and troubleshooting
- Create and maintain detailed documentation, including best practices and troubleshooting guides
- Perform root cause analysis and implement long-term solutions to recurring issues
- Handle non-BAU complex requests with a focus on high-level problem resolution
**Requirements**:
- 3+ years of experience in Application Support
- Proven experience with ServiceNow and other ticketing systems
- In-depth knowledge of financial services, banking operations, or macroeconomic principles
- Strong communication skills to interact with external clients and internal teams
- Proficiency in ITIL practices and service management frameworks
- Solid experience in Incident and Change Management
- Ability to handle high-pressure situations, manage escalations, and meet tight deadlines
- B2+ English proficiency
**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.

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