Lead 2nd Line

hace 2 semanas

Guadalajara, México EPAM Systems A tiempo completo

RESPONSIBILITIES- Ensure response and resolution speed is maintained as defined by SLOs- Maintain high customer satisfaction scores, adhering to quality standards in 90% of cases- Utilize troubleshooting tools and techniques to identify root causes for customer issues, providing assessments to customers- Document problem classifications and preventative actions for future analysis- Reactively file reports to Customer engineers, documenting desired outcomes and reproduction steps- Suggest resolutions at the code level for complex product bugs and assist in driving them to resolution- Perform community management tasks as needed- Address customer-specific architectural design requirements by providing product-focused solutions- Follow established notification and escalation procedures- Maintain communication standards when addressing operational issues with the business**REQUIREMENTS**:- 2+ years of experience in support projects and/or 24x7 environments- 1+ years of relevant leadership experience- Background in Customer Service and Customer Experience- Skills in effective and clear communication- Ability to communicate technical content in a structured manner- Competency to work effectively as part of a Global team- Intermediate knowledge in Linux/Unix, including troubleshooting, command line utilization, system constraints, logging and monitoring- Understanding of observability and telemetry, Linux boot process, and Linux networking- Familiarity with APIs, system design, web technologies inclusive of HTTP and authentication- Proficiency with networking including TCP/IP troubleshooting- Basic knowledge of programming, web technologies, web servers & frameworks, DNS, IP routing, and statistics- Qualifications in SQL and experience with industry solutions like Splunk, DataDog, Grafana, Nagios, Prometheus, or Dynatrace- Advanced English proficiency (B2+/C1)NICE TO HAVE- Showcased flexibility in using different technologies- Capability to adapt to new tools and software- An innovative approach to problem-solvingWE 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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