Senior Service Desk Specialist

hace 4 semanas

Guadalajara, Jalisco, México EPAM Systems A tiempo completo

Description

Join EPAM as a Senior Service Desk Specialist.

In this role, you'll lead multiple geo-distributed teams to deliver high-quality support service to clients, manage team performance, and implement new L1 activities and tasks.

If you have fluent English, excellent communication skills, a deep understanding of Service concepts, and good knowledge of IT Service Management principles and best practices, we'd love to hear from you.

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.

Responsibilities

  • Lead multiple geo-distributed teams to deliver high-quality support service to clients
  • Provide day to day servant leadership, guidance, and coordination across teams
  • Supervise and review the work of team and handle customer complaints properly
  • Manage team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
  • Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives

Requirements

  • Fluent English (B2+ or higher)
  • Excellent verbal and written communication skills
  • Clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
  • Good knowledge of IT Service Management principles and best practices
  • Ability to transition the service, set up KPIs and SLAs
  • Stress resistance, and ability to handle high volumes of requests

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 more
  • Monthly non-taxable amount for the electricity and internet bills

Conditions

  • By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM ́s Privacy Notice and Policy

EPAM Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, status as a qualified individual with disability, or any other protected characteristic under law.

Background investigations are required for all new hires as a condition of employment, after the job offer is made. Employment will not begin until EPAM Systems receives and approves the results of the background check.

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