**Responsibilities**- Oversee and actively manage organizational operations, team workflows, and strategic initiatives, ensuring alignment with overall business objectives- Collaborate with cross-functional teams to implement and improve operational strategies- Effectively handle escalations, resolving them promptly while ensuring excellent customer communication and stakeholder management- Administer and manage operational budgets, ensuring cost-effective processes while achieving business KPIs- Develop and execute staffing plans, meet productivity and utilization targets, and foster a culture of high employee engagement and satisfaction- Analyze performance metrics, team outputs, and support trends to highlight areas for improvement and implement process optimizations- Build, lead, and coach a high-performing team, maintaining accountability, training programs, and development opportunities- Develop and oversee operational standards for inbound call and ticket management, ensuring timely and quality issue resolution- Proactively lead enterprise-wide initiatives and strategic process improvements, including alignment with industry best practices and ITIL frameworks- Set department-wide goals, plan new service deployments, and establish robust governance processes for effective project delivery**Requirements**:- 8+ years of experience in Developer, SysAdmin, DevOps, or similar roles dealing with complex enterprise environments- At least 3 years in Lead/Manager/Owner/Architect/Coordinator roles- Comprehensive experience managing multiple enterprise-level clients, handling escalations, overseeing contracts, and rotating resources effectively- Strong expertise in stakeholder relationship management, including advanced problem resolution, goal alignment,



and ensuring clients' long-term success- Proven capability in driving operational change, adapting to fluctuating priorities, and resolving day-to-day resource complexities under tight deadlines- Ability to assess and understand strategic customer needs, propose solutions, and deliver clear, results-driven outcomes- Exceptional skills in strategic team building, leadership, and mentoring, with a focus on fostering employee growth and high engagement- Advanced analytical skills to investigate escalated incidents, adapt effectively, navigate uncertainties, and produce timely solutions- Strong competency in managing delivery complexity, human capital, and change initiatives in dynamic environments- Proficiency in setting realistic mid- and long-term objectives, implementing new service deployments, and refining processes for scalability- Outstanding communication and interpersonal skills, with fluent B2+ English proficiency**Nice to have**- Extensive experience working in hybrid or cloud-centric environments supporting Cloud Providers (AWS, Google Cloud, Azure, etc.)- Expert knowledge of high-level mentoring and team-building programs across diverse teams- Proficiency in designing Cloud Services and Service Desk documentation aligned with industry standards- Formal project management training and certification (e.g., PMP, PRINCE2,



or Agile Scrum)**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)- Adaptable 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 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.

📌 Middle Operations Manager (Guadalajara)
🏢 Epam Systems
📍 Guadalajara