Head of Environments Support

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

We are seeking an experienced **Head of Environments Support** to lead our support engineering team. This role involves managing our support infrastructure operations, ensuring high customer satisfaction levels, and upholding stringent operational standards.RESPONSIBILITIES- Maintain adherence to defined response and resolution speed per SLOs- Ensure achievement of high customer satisfaction ratings and compliance with quality standards in 90% of cases- Document classifications of problems and preventative actions for future analysis- Proactively file and manage issue reports to customer engineers and assist in resolving complex product bugs- Handle community management tasks as necessitated by business demands- Provide solutions for customer-specific architectural design requirements for specific products- Maintain strict adherence to notification and escalation procedures within communications on operational issues**REQUIREMENTS**:- 5+ years of experience working with support projects and/or a 24x7 environments- 2+ years in roles such as Senior, Lead, Manager, or Owner- Advanced English proficiency (B2+/C1)- Solid background in Customer Service and Customer Experience- Strong communication skills with the capability to deliver technical content in a structured manner- Capacity to effectively interact and collaborate as part of a global team- Advanced knowledge in Data, Databases, and Data Analysis techniques- Proficiency in Python, Java, or SQL- Hands-on experience with a variety of databases- Expertise in analytical methods to break down issues and understand code- Intermediate familiarity with Linux/Unix, APIs/System Design, and Web Technologies including HTTP and Authentication- Basic understanding of Programming, Linux/Unix command line and systems, Web Technologies troubleshooting (HTTP/CSS/JS, Webservers & frameworks)- Knowledge of Networking including TCP/IP troubleshooting, DNS, and IP routingWE 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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