We are looking for a committed and skilled **Team Manager** to lead our Google GCP Support team.In this position, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with our business goals to boost overall operational efficiency.RESPONSIBILITIES- Oversee and support help desk technicians to promptly respond to inbound calls and tickets- Own support issues and involve the required internal or external expertise- Resolve escalations with outstanding customer communication skills- Recognize support trends and modify processes accordingly for ongoing enhancement- Supervise ticket handling to ensure quality control and adherence to service-level agreements- Guide career development, planning, and performance evaluations for the team- Enhance the team's leadership skills and administer personnel performance- Schedule teamwork, arrange staff meetings, and handle process documentation- Maintain team adherence to all policies, procedures, and regulations- Formulate operating policies and set standards for operational excellence- Independently lead teams and daily operations with a proactive and adaptable approach**REQUIREMENTS**:- 10+ years of experience in Developer, Sysadmin, or DevOps roles managing complex environments- Background in managing multiple IT service clients and leading teams of over 25 people- Proficiency in customer, escalation, and contract management- Skills in building team environments and excellent problem-solving abilities- ITIL Foundation certification (v3 or higher)- Capability to oversee support engineers,



ensuring timely and efficient responses to inbound queries- Creativity and a mature proactive approach with a focus on continuous improvement- Detail-oriented with competency in investigating escalated incidents and adapting to new skills- Ability to create clear, high-quality deliverables and manage delivery complexities- Expertise in resource management and developing realistic mid and long-term roles- Skills in managing constant changes and deploying new services efficientlyNICE TO HAVE- Qualifications in Cloud Providers support such as AWS, Google Cloud Platform, or Azure- Background in mentoring and team-building- Familiarity with Service Desk documentation design standards and Scrum methodology principlesWE 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

📌 Team Manager (Google Gcp Support) (Guadalajara)
🏢 Epam Systems
📍 Guadalajara