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Senior Application Support Engineer

Hybrid in Mexico: Estado de Jalisco, Guadalajara
Application Support
& 3 others

We are searching for a Senior Application Support Engineer with substantial experience in application support, particularly within the financial services or macroeconomics sectors. The ideal candidate will be an adept problem solver who can drive support initiatives, manage critical incidents, and guarantee swift resolution of complex technical challenges.

Responsibilities
  • Lead the resolution of complex incidents and service requests, ensuring compliance with SLAs
  • Manage escalations and address high-priority issues while working collaboratively with clients
  • Provide mentorship and support to junior engineers
  • Review workflows and enhance current support processes
  • Validate macroeconomic datasets and ensure accuracy in collaboration with financial institutions' online platforms
  • Coordinate with diverse teams for change management, incident management, and technical troubleshooting
  • Create comprehensive documentation, including troubleshooting guides and best practices
  • Perform root cause analysis and deliver sustainable solutions for recurring issues
  • Address non-BAU complex requests with sophisticated problem-solving approaches
  • Act as a trusted subject matter expert for both internal teams and external stakeholders
Requirements
  • 3+ years of experience in Application Support
  • Background in ServiceNow and familiarity with other ticketing systems
  • Knowledge of financial services, banking operations, or macroeconomic concepts
  • Strong communication skills to facilitate collaboration with clients and team members
  • Proficiency in ITIL methodologies and service management frameworks
  • Competency in Incident and Change Management
  • Capability to navigate high-pressure situations, manage escalations, and meet deadlines effectively
  • Excellent command of written and spoken English (B2+ level)
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