Application Support Engineer

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Application Support, Application Support Tools

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

We are seeking an Application Support Engineer with strong experience in financial services who thrives in a fast-paced environment. The ideal candidate will be able to manage incidents, analyze macroeconomic data under tight deadlines, and provide ad-hoc support for complex requests. This role involves working with ServiceNow incidents, maintaining high-quality standards, and ensuring adherence to Service Level Agreements (SLAs).

Responsibilities

Handle and manage ServiceNow incidents, whether automatically generated or raised by end users
Follow detailed workflows outlined on Confluence to resolve issues efficiently
Escalate cases to clients and maintain clear communication with external users
Validate data on financial organization websites, understanding the macroeconomic category for specific data
Work with sensitive data under tight SLAs
Engage in Incident and Change Management processes
Maintain and update documentation as necessary
Address non-Business as Usual (BAU) complex requests and escalations

Requirements

2+ years of experience in Application Support
Experience with ticketing systems such as ServiceNow
Strong communication skills to interact with external users
Proficient in ITIL practices
Experience working in financial or banking companies, or macroeconomic knowledge willing to transition to application support
Stress resistance and ability to work under pressure with high motivation
B2+ English proficiency

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