Lead Cloud Application Support Specialist

We are seeking an experienced and driven **Lead Cloud Application Support Specialist** to guide and ensure the effectiveness of our cloud support operations. In this role, you will lead a dynamic team, manage service delivery processes, and support the achievement of critical business KPIs while ensuring exceptional customer outcomes.**Responsibilities**- Lead the operations of the business organization- Showcase a proven track record in managing projects, programs, and organizational units- Handle support issues with accountability, engaging internal and external expertise when needed- Manage escalations efficiently, ensuring consistent and transparent customer communication- Collaborate with Google to advance customer and operational initiatives enhancing performance- Oversee Google Cloud Platform operations, emphasizing optimal efficiency and productivity- Establish and monitor business KPIs, driving impactful actions to meet objectives- Align staffing levels and productive hours with operational targets- Promote employee engagement and overall team satisfaction- Oversee financial facets of the operation to ensure alignment with strategic priorities- Serve as the primary point of contact for the Google management team- Analyze support trends and refine processes while implementing continuous improvements- Guide and mentor team members to deepen their understanding of customer needs**Requirements**:- 4+ years experience as Developer, SysAdmin, or DevOps in managing complex IT ecosystems- Leadership experience spanning at least 1 year- Background in handling multiple client operations in IT services environments- Proficiency in preemptively addressing team resource challenges- Expertise in managing escalations, contracts, rotations, and client relationships- Showcase of advanced problem-solving capabilities attuned to customer requirements- Familiarity with fostering a collaborative and productive team environment- Qualifications in ITIL Foundation certification (v3 or above)- Capability to guide help support engineers for responsive ticket and call handling- Flexibility to adapt readily to challenges while identifying improvement opportunities- Understanding of crafting high-quality, precise deliverables- Background in managing service delivery complexities without operational disruptions- Capability to formulate sustainable mid and long-term resource roles and strategies- Knowledge of deploying services seamlessly and managing ongoing changes effectively**Nice to have**- Knowledge of environments incorporating Cloud Providers like AWS, Google, or Azure- Background in mentoring and fostering team cohesion- Proficiency in utilizing Cloud Services to achieve effective solutions- Familiarity with creating standards for Service Desk documentation- Understanding of Scrum frameworks and concepts such as standups, retrospectives, backlogs, and iterations- Capability to benefit from project management training and qualifications like advanced ITIL certifications (e.g., Service Operations, CSI)**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 moreEPAM 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.