Senior 2nd Line

RESPONSIBILITIES- Lead remote troubleshooting efforts, replicate issues in varied environments, and collaborate with customers for advanced problem resolution- Develop and implement strategic solutions based on comprehensive analysis of issues provided by customers- Direct customers through advanced problem-solving processes- Assume complete ownership of high-priority client issues from start to finish- Innovate and refine best practices and existing processes for enhanced efficiency- Maintain meticulous records of events and interactions- Manage and prioritize tasks efficiently to ensure timely responses- Oversee the status and expedite the resolution of all critical incidents- Create detailed reports for bugs needing investigation by Software Engineering Teams- Proactively drive cases forward and liaise with other teams for necessary interventions- Continually enhance personal technical expertise and facilitate knowledge sharing within the team- Comply strictly with security guidelines, procedures, and best practices**REQUIREMENTS**:- 3+ years of experience in Senior IT Operations Support roles- Advanced technical administration skills in Linux- Expertise in interpreting complex logs, including Linux and HTTP- Profound ability to troubleshoot issues, explaining technical details to both specialists and non-technical stakeholders- High-level critical thinking skills with a focus on thorough investigation, analysis, interpretation, evaluation, explanation, and problem-solving- Superior client-facing skills, keen attention to detail, and ability to distinguish between client needs and issues- Demonstrated track record in drafting comprehensive documentation such as articles, workflows, and procedures tailored to complex issues- Skills in managing large volumes of work within constrained timelines- Exceptional time management skills with a proven ability to determine priorities- Independent, proactive learning approach with excellent multitasking capabilities- Demonstrated ability to work effectively in a team, build rapport, and mentor junior team members- Highly motivated with a customer-centric orientation and a commitment to resolving client issues- Fluency in English (B2+ level), with advanced verbal and written communication skillsNICE TO HAVE- ITIL certification or substantial experience with ITIL based processes- In-depth knowledge of Javascript and Python (reading and understanding complex code)- Advanced experience with Gsuite productsWE 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