We are looking for a Senior Application Support Engineer with substantial experience in application support, particularly in financial services or macroeconomics. The ideal candidate will be skilled in resolving complex technical issues, managing critical incidents, and driving key support initiatives to ensure timely and effective solutions.
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Responsibilities
- Take responsibility for resolving advanced incidents and service requests while ensuring alignment with SLAs
- Manage escalations and address urgent issues in collaboration with clients and other stakeholders
- Provide mentorship and support to junior engineers, fostering skill development and team growth
- Analyze and optimize existing workflows and support processes to improve efficiency
- Verify macroeconomic datasets and ensure accuracy in partnership with financial institutions' online systems
- Coordinate with cross-functional teams to address technical troubleshooting, incident management, and change requests
- Create and maintain detailed documentation, including best practices and troubleshooting guides
- Conduct root cause analysis and deliver sustainable solutions for recurring technical problems
- Handle non-standard, complex support requests using advanced problem-solving approaches
- Act as a key subject matter expert for internal teams and external partners
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- Three or more years of experience in Application Support
- Hands-on experience with ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic concepts
- Strong communication skills for effective collaboration with clients and team members
- Proficiency in ITIL methodologies and service management practices
- Experience in managing incidents and implementing change management processes
- Ability to perform under pressure, manage escalations, and meet strict 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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