**Responsibilities**- Oversee the resolution of complex service requests and incidents while ensuring SLA compliance- Handle escalations and address urgent issues in collaboration with clients and stakeholders- Provide mentorship and guidance to junior engineers, promoting skill development and team growth- Analyze and refine existing workflows and support processes to enhance operational effectiveness- Validate macroeconomic datasets in partnership with financial institutions to ensure data accuracy- Work with cross-functional teams to manage incident resolution, technical troubleshooting, and change requests- Develop and maintain detailed documentation, including troubleshooting guides and best practices- Perform root cause analysis and implement long-term solutions for recurring technical issues- Manage unique and complex support scenarios using advanced problem-solving strategies**Requirements**:- At least three years of experience in Application Support roles- Experience working with ServiceNow and familiarity with other ticketing systems- Knowledge of financial services, banking operations, or macroeconomic concepts- Strong communication skills for effective collaboration with clients and team members- Proficiency in ITIL methodologies and service management practices- Experience in managing incidents and facilitating change management processes- Ability to perform under pressure, manage escalations, and meet tight deadlines- Fluency in written and spoken English 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