Middle Operations Manager

**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)
- 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.