Responsibilities
- Perform troubleshooting and debugging to determine the root cause of functional and technical incidents
- Run scripts, controlled queries, and approved operating procedures to restore or validate services
- Execute service restarts, resets, and validations, batch processes, and critical integrations according to established procedures
- Maintain and track tickets in Freshservice, ensuring high-quality and traceable documentation
- Escalate issues to the right teams when specialized support or defect fixes are needed, and coordinate with Development, Infrastructure, Integrations, and Operations teams
- Contribute to root cause analysis (RCA) and follow through on corrective actions
- Follow ITIL practices for Incident, Problem, and Request Management
- Keep technical documentation current and help build operating procedures
- Develop, update, and enhance the Knowledge Base to resolve recurring incidents faster and improve support efficiency
- Communicate clearly with users, technical teams, and business areas throughout incident management

Requirements:




- Practical background in debugging, log review, and transaction tracing
- Ability to run basic scripts and queries in controlled production environments
- Working knowledge of integrations, APIs, and web services
- Familiarity with ticketing tools such as Freshservice, ServiceNow, or Jira Service Management
- Understanding of ITIL processes and terminology
- Clear verbal and written communication skills
- Service-minded approach with strong documentation and follow-up habits
- Analytical ability to spot patterns, correlate events, and speed up incident resolution
- Capability to stay effective under pressure during critical incidents and maintenance windows
- Availability for 24/7 rotating shifts, including weekends and holidays, per the operational calendar
- Willingness to take part in on-call duty and support critical business incidents when needed
- English proficiency at B1+ (intermediate) le

📌 Junior Application Support Engineer (Culiacán Rosales)
🏢 Epam Systems
📍 Culiacán Rosales