Application Support Engineer
Hybrid in Mexico: Estado de Jalisco, Guadalajara
Application Support
& 3 others
Mexico: Estado de Jalisco, Guadalajara
We are seeking an Application Support Engineer with a background in financial services who thrives in high-pressure situations. The ideal candidate possesses an understanding of incident management, the capability to analyze macroeconomic data under tight deadlines, and competency in handling complex support requests. This position requires expertise in managing ServiceNow incidents, ensuring compliance with Service Level Agreements (SLAs), and maintaining high-quality outcomes.
Responsibilities
- Manage ServiceNow incidents, whether generated automatically or submitted by end users
- Resolve issues efficiently using workflows detailed in Confluence
- Communicate effectively with external users and escalate cases to clients when needed
- Validate data from financial organizations, ensuring an understanding of macroeconomic categories
- Work with sensitive data while adhering to tight SLAs
- Lead participation in Incident and Change Management processes
- Update and maintain documentation as required
- Address complex requests and critical escalations outside of routine operations
Requirements
- 2+ years of background in Application Support
- Familiarity with ticketing systems, including ServiceNow
- Strong communication skills for interactions with external users
- Proficiency in ITIL practices
- Background in financial or banking environments, or macroeconomic knowledge willing to transition into application support
- Stress tolerance to manage high-pressure scenarios with strong motivation
- B2+ English proficiency
Nice to have
- Showcase of additional certifications in ITIL or financial systems
- Understanding of automation tools to streamline workflows
- Competency in database querying and reporting
- Background in handling multilingual or cross-regional support scenarios
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn