We are looking for a highly skilled and motivated Operations Manager to lead and optimize business operations, ensure the achievement of key performance indicators (KPIs), and maintain high standards of team and customer satisfaction. The ideal candidate will bring a wealth of experience in project and program management, organizational leadership, and IT services, with a proactive and customer-centric approach.

Responsibilities

• Oversee and manage the operations of the organization
• Take ownership of support issues, involving internal or external expertise as needed
• Effectively resolve escalations and communicate professionally with customers
• Administer finances for operations and drive achievement of business KPIs
• Ensure staffing and productivity targets are met while driving employee engagement and satisfaction
• Monitor support trends, adjust processes accordingly, and align with business for continuous process improvement
• Build, coach, and mentor a strong team environment, ensuring effective response to inbound calls and tickets

Requirements

• Minimum 5+ years of experience in Developer, SysAdmin, DevOps, or similar roles managing complex environments
• Proven experience managing multiple clients in IT services and leading teams of 50+ resources
• Expertise in managing customer relationships, escalations, contracts, and resource rotation
• Proactive, self-driven, and capable of addressing day-to-day resource challenges
• ITIL Foundation certification (v3 or higher)
• Strong ability to identify customer needs, resolve issues, and deliver high-quality, unambiguous results
• Excellent team-building and mentoring skills, with a focus on employee engagement
• Detailed-oriented and capable of investigating escalated incidents, adapting quickly to new challenges, and delivering timely solutions
• Ability to manage delivery complexity, human factors, and changes effectively
• Familiarity with creating realistic mid- and long-term goals and deploying new services
• Strong communication skills and a B2+ English level

Nice to have

• Experience working in environments that support Cloud Providers (AWS, Google, Azure, etc.)
• Expertise in mentoring and team building
• Experience with Cloud Services and Service Desk documentation design standards
• Understanding of Scrum principles (standup, retrospective, backlog, iteration, etc.)
• Project management training and experience

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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