07 feb
Epam Systems
Nuevo Casas Grandes
RESPONSIBILITIES- Manage support teams addressing incidents, alert notifications, and pages in ServiceNow- Participate in the KT, shadowing, and reverse shadowing with our associates, and document the actions taken, resolutions, and next steps (including RCA) in the knowledge base we are building in ServiceNow- Create / update documentation- Perform both proactive and reactive monitoring, and resolve risks and issues- Perform incident management, problem determination, workaround resolution, root cause analysis- Participate in Major Incident Handling (bridge) calls- Build and maintain KEDB- Identify (tag)
opportunities for automation and add permanent fixes based on incident metrics- Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities- Work closely with other teams (internal/external) to ensure consistency in day-to-day support operations**REQUIREMENTS**:- Willingness to adapt to the changing needs of clients, learn new tools and technologies, work daily with other support team members, and respond to the direction/vision of the Team Leader- Attitude: approach to tasks, showing interest in work, motivation, teamwork, initiative, asking for support if blocked, adequate escalation- Excellent analytical and problem-solving skills are a must- Good written and spoken English (B1+ is an absolute minimum)- Ability to work both independently and as part of a teamWE 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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