**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 moreEPAM 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