We are seeking a Senior Application Support Engineer with extensive experience in application support, particularly within financial services or macroeconomics. The ideal candidate will excel at resolving complex technical challenges, managing critical incidents, and driving support initiatives while ensuring swift and effective solutions.
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Responsibilities
- Take ownership of resolving complex incidents and service requests, ensuring adherence to SLAs
- Handle escalations and address high-priority issues in collaboration with clients and stakeholders
- Provide guidance and mentorship to junior engineers to enhance their skills and performance
- Evaluate and improve existing workflows and support processes
- Validate macroeconomic datasets and ensure accuracy in collaboration with financial institutions' online platforms
- Collaborate with cross-functional teams for technical troubleshooting, incident management, and change management
- Develop detailed documentation, including troubleshooting guides and best practices
- Perform root cause analysis and implement long-term solutions for recurring issues
- Address non-standard, complex support requests with advanced problem-solving techniques
- Serve as a subject matter expert for internal teams and external stakeholders
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- At least three years of experience in Application Support roles
- Experience with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic principles
- Strong communication skills for working effectively with clients and team members
- Proficiency in ITIL methodologies and service management frameworks
- Experience in Incident and Change Management processes
- Ability to work under pressure, manage escalations, and adhere to tight deadlines
- Fluency in written and spoken English at a B2+ level
- 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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