We are searching for a Senior Application Support Engineer with substantial experience in application support, particularly within the financial services or macroeconomics sectors. The ideal candidate will be an adept problem solver who can drive support initiatives, manage critical incidents, and guarantee swift resolution of complex technical challenges.
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Responsibilities
- Lead the resolution of complex incidents and service requests, ensuring compliance with SLAs
- Manage escalations and address high-priority issues while working collaboratively with clients
- Provide mentorship and support to junior engineers
- Review workflows and enhance current support processes
- Validate macroeconomic datasets and ensure accuracy in collaboration with financial institutions' online platforms
- Coordinate with diverse teams for change management, incident management, and technical troubleshooting
- Create comprehensive documentation, including troubleshooting guides and best practices
- Perform root cause analysis and deliver sustainable solutions for recurring issues
- Address non-BAU complex requests with sophisticated problem-solving approaches
- Act as a trusted subject matter expert for both internal teams and external stakeholders
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- 3+ years of experience in Application Support
- Background in ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic concepts
- Strong communication skills to facilitate collaboration with clients and team members
- Proficiency in ITIL methodologies and service management frameworks
- Competency in Incident and Change Management
- Capability to navigate high-pressure situations, manage escalations, and meet deadlines effectively
- Excellent command of written and spoken English (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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