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Lead Cloud Application Support Specialist
hace 2 semanas
We are looking for a **Lead Cloud Application Support Specialist**to join and lead our enthusiastic team, which consists of 24 members spanning across three different countries.
**Responsibilities**
- Set guidelines and manage workflows as outlined in Confluence
- Act as the primary point for client escalations, managing interactions and maintaining strong client relationships
- Validate financial data on official websites, interpreting its implications within macroeconomic frameworks
- Ensure sensitive data handling compliance with strict SLAs
- Address complex, non-BAU ad hoc requests effectively
- Regularly update operational documentation and ensure team compliance
- Direct the escalation of intricate issues from L1 to L2 teams
- Lead incident and change management processes, setting performance benchmarks
- Manage the scheduling, appraisal, and development of team members
**Requirements**:
- 3+ years of experience in Application Support, including 1+ years in a supervisory or lead role
- Extensive background in working with ticketing systems and leading support teams
- Proven ability to communicate effectively both internally and externally
- Prior experience in financial/banking companies, or a strong comprehension of macroeconomics
- Demonstrated leadership skills and ability to handle multiple teams under pressure with high-stress resilience
- Exceptional motivational and team-building skills
- Proficiency in English (B1+ level)
**Nice to have**
- Experience with ITIL methodologies
**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
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.
