We are seeking a Lead Application Support Engineer to spearhead our technical support team, equipped with expert skills in Java application troubleshooting and debugging.
The role requires a seasoned professional with robust experience in Spring Boot and Spring Core, supplemented by beginner-level proficiency in Kafka or another comparable messaging application. This leadership position entails orchestrating the company's application support initiatives to optimize system operations and maintain high service levels.

#LI-DNI

Responsibilities

• Direct and oversee support teams in managing incidents, alert notifications, and pages using ServiceNow
• Supervise the compilation of detailed documentation on actions, resolutions, and subsequent steps including Root Cause Analysis (RCA) in our ServiceNow knowledge base
• Standardize and update procedural documentation relevant to the support process
• Lead both proactive and reactive monitoring efforts to preemptively address issues and provide timely resolutions
• Manage comprehensive incident handling including determination, temporary solutions, root cause analysis, and permanent resolution
• Facilitate Major Incident Handling calls to ensure efficient communication and problem-solving
• Develop and curate a robust Known Error Database (KEDB)
• Champion the identification and implementation of automation enhancements and permanent solutions derived from incident metrics analysis
• Strategically escalate critical production environment incidents and spearhead initiatives to break patterns of recurring issues, boosting service quality
• Govern all application production outages, ensuring swift resolutions and accountability for remedial actions
• Collaborate with multidisciplinary teams both internally and externally to ensure homogeneous support operations on a daily basis
• Maintain oversight of the incident tracking tool to confirm all matters are resolved within the stipulated Service Level Agreements (SLAs)

• 5+ years of experience in application support
• 1+ years of relevant leadership experience
• Expertise in Java troubleshooting and debugging
• Solid background in Spring Boot and Spring Core
• Introductory knowledge of Kafka or other equivalent messaging applications
• Adaptable to evolving client demands with a readiness to acquire new technical skills
• Proficient in independent and team-oriented workflows
• Demonstrable leadership qualities, including motivation, teamwork facilitation, and decisive initiative
• High-caliber analytical and problem-solving acumen
• Professional proficiency in written and spoken English, minimum level B1+

• Practical experience with ServiceNow or similar service monitoring and incident management tools
• Additional leadership training or certifications related to application support or Java technologies
• A history of driving continuous improvement in technical support and incident response frameworks based on industry best practices

• 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)
• Monthly non-taxable amount for the electricity and internet bills