We are seeking a Senior Application Support Engineer with extensive experience in providing technical support, particularly in the financial services or macroeconomics domains. The ideal candidate will excel at resolving complex technical challenges, handling critical incidents, and driving support initiatives to ensure timely and effective resolutions.
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Responsibilities
- Take ownership of resolving complex service requests and incidents while ensuring compliance with SLAs
- Oversee escalations and address high-priority issues in collaboration with clients and key stakeholders
- Provide mentorship to junior engineers, encouraging skill enhancement and team development
- Evaluate and refine existing workflows and support processes to boost operational efficiency
- Validate macroeconomic datasets and ensure accuracy in coordination with financial institutions' platforms
- Work closely with cross-functional teams to manage incident resolution, technical troubleshooting, and change requests
- Develop and maintain comprehensive documentation, including troubleshooting guides and best practices
- Perform root cause analysis and implement long-term solutions for recurring technical issues
- Address non-standard, complex support cases through advanced problem-solving strategies
- Serve as a subject matter expert for both internal teams and external stakeholders
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- At least three years of experience in Application Support
- Proficiency in using ServiceNow and familiarity with other ticketing systems
- Knowledge of financial services, banking operations, or macroeconomic principles
- Strong communication skills to collaborate effectively with clients and team members
- Expertise in ITIL methodologies and service management frameworks
- Experience managing incidents and facilitating change management processes
- Ability to work effectively under pressure, handle escalations, and meet tight deadlines
- Proficiency 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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