**Responsibilities**
- Direct and oversee support teams in managing incidents, alert notifications, and pages using ServiceNow
- Supervise the compilation of detailed documentation on actions, resolutions, and subsequent steps including Root Cause Analysis (RCA) in our ServiceNow knowledge base
- Standardize and update procedural documentation relevant to the support process
- Lead both proactive and reactive monitoring efforts to preemptively address issues and provide timely resolutions
- Manage comprehensive incident handling including determination, temporary solutions, root cause analysis, and permanent resolution
- Facilitate Major Incident Handling calls to ensure efficient communication and problem-solving
- Develop and curate a robust Known Error Database (KEDB)
- Champion the identification and implementation of automation enhancements and permanent solutions derived from incident metrics analysis
- Strategically escalate critical production environment incidents and spearhead initiatives to break patterns of recurring issues, boosting service quality
- Collaborate with multidisciplinary teams both internally and externally to ensure homogeneous support operations on a daily basis
- Maintain oversight of the incident tracking tool to confirm all matters are resolved within the stipulated Service Level Agreements (SLAs)
**Requirements**:
- 1+ years of relevant leadership experience
- Expertise in Java troubleshooting and debugging
- Solid background in Spring Boot and Spring Core
- Adaptable to evolving client demands with a readiness to acquire new technical skills
- Proficient in independent and team-oriented workflows
- Demonstrable leadership qualities, including motivation, teamwork facilitation, and decisive initiative
- High-caliber analytical and problem-solving acumen
- Professional proficiency in written and spoken English, minimum level B1+
**Nice to have**




- Practical experience with ServiceNow or similar service monitoring and incident management tools
- A history of driving continuous improvement in technical support and incident response frameworks based on industry best practices
**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)
- Monthly non-taxable amount for the electricity and internet bills
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.

📌 Lead Application Support Engineer (México)
🏢 Epam Systems
📍 México