Head of Environments Support

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

We are on the lookout for a seasoned **Head of Environments Support** to lead our talented support engineering team.RESPONSIBILITIES- Ensure adherence to service level objectives concerning response and resolution speeds- Maintain and enhance customer satisfaction ratings by complying with quality standards in most cases- Supervise the use of troubleshooting tools and techniques, providing advanced assessments to customers- Establish a comprehensive documentation process for problem classifications and preventative strategies- Facilitate communication with Customer engineers, building documentation, and outlining steps for issue reproduction- Develop and implement code-level solutions for complex product bugs, and lead issue resolution efforts- Oversee community engagement tasks according to business needs- Customize solutions to cater to customer-specific requirements with a focus on product optimization- Implement and maintain notification and escalation protocols, ensuring effective communication within the organization**REQUIREMENTS**:- 5+ years of experience in support projects and/or operating in a 24x7 environment- At least 2 years of experience in roles such as Senior, Lead, Manager, or Owner- Robust qualifications in customer service and experience management- Exceptional skills in clear communication, including conveying technical content- Demonstrated leadership capabilities and effectiveness in a global team- Intermediate expertise in Linux/Unix systems, including system operation and behavior understanding- Proficiency in observability software, Linux boot processes, and Linux networking systems- Solid understanding of APIs, system design, and web technologies like HTTP and authentication- Competency in networking fundamentals, particularly TCP/IP troubleshooting- Basic familiarity with programming, web troubleshooting including servers, frameworks, DNS, and IP routing- Knowledge of SQL and tools like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace- Advanced English proficiency (B2+/C1)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

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