06 feb
Epam Systems
Nuevo Casas Grandes
RESPONSIBILITIES- Direct and oversee support teams in managing incidents, alert notifications, and pages using ServiceNow- Supervise the compilation of detailed documentation on actions, resolutions, and subsequent steps including Root Cause Analysis (RCA) in our ServiceNow knowledge base- Standardize and update procedural documentation relevant to the support process- Lead both proactive and reactive monitoring efforts to preemptively address issues and provide timely resolutions- Manage comprehensive incident handling including determination, temporary solutions, root cause analysis,
and permanent resolution- Facilitate Major Incident Handling calls to ensure efficient communication and problem-solving- Develop and curate a robust Known Error Database (KEDB)- Champion the identification and implementation of automation enhancements and permanent solutions derived from incident metrics analysis- Strategically escalate critical production environment incidents and spearhead initiatives to break patterns of recurring issues, boosting service quality- Collaborate with multidisciplinary teams both internally and externally to ensure homogeneous support operations on a daily basis- Maintain oversight of the incident tracking tool to confirm all matters are resolved within the stipulated Service Level Agreements (SLAs)**REQUIREMENTS**:- 1+ years of relevant leadership experience- Expertise in Java troubleshooting and debugging- Solid background in Spring Boot and Spring Core- Adaptable to evolving client demands with a readiness to acquire new technical skills- Proficient in independent and team-oriented workflows- Demonstrable leadership qualities, including motivation, teamwork facilitation,
and decisive initiative- High-caliber analytical and problem-solving acumen- Professional proficiency in written and spoken English, minimum level B1+NICE TO HAVE- Practical experience with ServiceNow or similar service monitoring and incident management tools- A history of driving continuous improvement in technical support and incident response frameworks based on industry best practicesWE OFFER- 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)- Monthly non-taxable amount for the electricity and internet bills
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