We are looking for a committed and skilled Associate Team Manager to lead our Google GCP Support team.
In this position, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with our business goals to boost overall operational efficiency.

#LI-DNI#EasyApply

Responsibilities

• Oversee and support help desk technicians to promptly respond to inbound calls and tickets
• Own support issues and involve the required internal or external expertise
• Resolve escalations with outstanding customer communication skills
• Recognize support trends and modify processes accordingly for ongoing enhancement
• Supervise ticket handling to ensure quality control and adherence to service-level agreements
• Guide career development, planning, and performance evaluations for the team
• Enhance the team's leadership skills and administer personnel performance
• Schedule teamwork, arrange staff meetings, and handle process documentation
• Maintain team adherence to all policies, procedures, and regulations
• Formulate operating policies and set standards for operational excellence
• Independently lead teams and daily operations with a proactive and flexible approach

• 7+ years of experience in Developer, Sysadmin, or DevOps roles managing complex environments
• Background in managing multiple IT service clients and leading teams of over 25 people
• Proficiency in customer, escalation, and contract management
• Skills in building team environments and excellent problem-solving abilities
• ITIL Foundation certification (v3 or higher)
• Capability to oversee support engineers, ensuring timely and efficient responses to inbound queries
• Creativity and a mature proactive approach with a focus on continuous improvement
• Detail-oriented with competency in investigating escalated incidents and adapting to new skills
• Ability to create clear, high-quality deliverables and manage delivery complexities
• Expertise in resource management and developing realistic mid and long-term roles
• Skills in managing constant changes and deploying new services efficiently

• Qualifications in Cloud Providers support such as AWS, Google Cloud Platform, or Azure
• Background in mentoring and team-building
• Familiarity with Service Desk documentation design standards and Scrum methodology principles

• 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