We are seeking an experienced and motivated Lead Cloud Application Support Specialist to oversee and drive the success of our cloud support operations. In this role, you will lead a dynamic team, manage service delivery processes, and ensure the achievement of critical business KPIs while maintaining exceptional customer satisfaction.

Responsibilities

• Run and oversee the operations of the business organization
• Demonstrate a proven track record of managing projects, programs, and organizational units
• Take ownership of support issues, engaging internal and external expertise as required
• Resolve escalations effectively, ensuring excellent customer communication
• Partner with Google on customer and operational initiatives to drive performance
• Manage Google Cloud Platform operations with a focus on efficiency and effectiveness
• Set and monitor business KPIs, driving actions to achieve goals
• Ensure staffing levels and productive hours targets are met consistently
• Foster employee engagement and satisfaction across the team
• Administer the financial aspects of the operation to align with strategic goals
• Act as the main liaison for the Google management team
• Monitor support trends, adapt processes accordingly, and implement continuous improvements
• Coach and mentor team members to enhance customer understanding and identify needs

Requirements

• 4+ years of experience in Developer, SysAdmin, or DevOps roles managing complex IT environments
• At least 1 year of relevant leadership experience
• Background in managing multiple clients within IT services environments
• Proficiency in resolving team resource issues proactively and efficiently
• Expertise in managing escalations, contracts, rotations, and customer relationships
• Showcase of strong problem-solving capabilities tailored to customer needs
• Familiarity with developing a strong team environment through collaboration and leadership
• Qualifications in ITIL Foundation (v3 or higher)
• Capability to supervise help support engineers to ensure timely ticket and call responses
• Flexibility to adapt to new challenges and identify continuous improvement opportunities
• Understanding of creating high-quality, unambiguous deliverables
• Background in managing delivery complexities without disrupting key operations
• Capability to generate realistic mid and long-term resource roles and strategies
• Knowledge of deploying new services effectively and managing constant changes

Nice to have

• Understanding of environments including Cloud Providers such as AWS, Google, or Azure
• Mentoring and team-building experience to enhance team cohesion
• Proficiency in Cloud Services with the ability to leverage them effectively
• Familiarity with Service Desk documentation design standards
• Background in Scrum principles and key terms like standup, retrospective, backlog, and iteration
• Project management training and advanced ITIL certifications such as Service Operations or CSI

We 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)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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