We are in search of a committed and skilled Senior Team Manager to lead our Google GCP Support team.
In this capacity, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with business goals to boost overall operational effectiveness.

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Responsibilities

• Oversee and support help desk technicians in effectively addressing inbound calls and tickets
• Assume control of support issues and involve necessary internal or external expertise
• Resolve escalations successfully while maintaining excellent customer communication
• Analyze support trends and modify processes for ongoing enhancement
• Supervise ticket management for quality assurance and conformity to service-level agreements
• Manage career development, planning, and performance assessments for the team
• Enhance the team's leadership skills and oversee personnel performance
• Coordinate team schedules, staff meetings, and upkeep of process documentation
• Maintain team adherence to all policies, procedures, and regulations
• Create operating policies and set benchmarks for operational excellence
• Independently oversee teams and daily operations with a proactive and adaptable manner

• 12+ years of experience in Developer, Sysadmin, or DevOps roles in complex environments
• Background in overseeing multiple IT service clients with teams of over 25 individuals
• Proficiency in customer, escalation, and contract management
• Skills in fostering a team environment and outstanding problem-solving abilities
• ITIL Foundation certification (v3 or higher)
• Supervisory capability to ensure timely and efficient responses to inbound inquiries from support engineers
• Creativity and a mature, proactive approach with a focus on continuous improvement
• Detail orientation with competence in examining escalated incidents and adapting new skills
• Ability to produce clear, high-quality deliverables and handle complex deliveries
• Expertise in resource management and formulating realistic medium to long-term plans
• Skills in managing ongoing changes and effectively deploying new services

• Expertise in supporting Cloud Providers like AWS, Google Cloud Platform, or Azure
• Background in mentorship and team cohesion development
• Familiarity with Service Desk documentation standards and Scrum methodology principles

• 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