Senior Application Support Engineer

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Application Support

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

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