We are looking for a Senior Application Support Engineer with significant experience in technical support, particularly within financial services or macroeconomics. The ideal candidate will be adept at resolving complex technical issues, managing critical incidents, and driving initiatives to ensure efficient and timely solutions.
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Responsibilities
- Lead the resolution of advanced service requests and incidents while ensuring adherence to SLAs
- Manage escalations and address high-priority concerns in collaboration with clients and stakeholders
- Mentor junior engineers, fostering skill growth and team development
- Review and enhance existing workflows and support procedures to improve operational efficiency
- Validate macroeconomic datasets, ensuring accuracy in collaboration with financial institutions' platforms
- Collaborate with cross-functional teams to handle incident management, technical troubleshooting, and change requests
- Create and update documentation, including troubleshooting manuals and best practices
- Conduct root cause analysis and implement sustainable solutions for recurring technical challenges
- Handle unique and complex support cases using advanced problem-solving techniques
- Act as a subject matter expert, providing guidance to internal teams and external partners
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- A minimum of three years of experience in Application Support roles
- Hands-on experience with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking processes, or macroeconomics
- Strong communication skills to effectively collaborate with clients and team members
- Expertise in ITIL principles and service management frameworks
- Experience managing incidents and handling change management processes
- Ability to perform well under pressure, manage escalations, and meet critical deadlines
- Fluency in English, both written and spoken, 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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