We are seeking a highly skilled and experienced Middle Operations Manager to lead and optimize business operations, oversee complex workflows, and ensure the achievement of advanced key performance indicators (KPIs). The ideal candidate will possess extensive expertise in project/program management, organizational leadership, IT services, and stakeholder engagement, along with a proactive and highly adaptable approach to driving continuous improvement and customer satisfaction.

Responsibilities

• Oversee and actively manage organizational operations, team workflows, and strategic initiatives, ensuring alignment with overall business objectives
• Collaborate with cross-functional teams to implement and improve operational strategies
• Effectively handle escalations, resolving them promptly while ensuring excellent customer communication and stakeholder management
• Administer and manage operational budgets, ensuring cost-effective processes while achieving business KPIs
• Develop and execute staffing plans, meet productivity and utilization targets, and foster a culture of high employee engagement and satisfaction
• Analyze performance metrics, team outputs, and support trends to highlight areas for improvement and implement process optimizations
• Build, lead, and coach a high-performing team, maintaining accountability, training programs, and development opportunities
• Develop and oversee operational standards for inbound call and ticket management, ensuring timely and quality issue resolution
• Proactively lead enterprise-wide initiatives and strategic process improvements, including alignment with industry best practices and ITIL frameworks
• Set department-wide goals, plan new service deployments, and establish robust governance processes for effective project delivery

Requirements

• 8+ years of experience in Developer, SysAdmin, DevOps, or similar roles dealing with complex enterprise environments
• At least 3 years in Lead/Manager/Owner/Architect/Coordinator roles
• Comprehensive experience managing multiple enterprise-level clients, handling escalations, overseeing contracts, and rotating resources effectively
• Strong expertise in stakeholder relationship management, including advanced problem resolution, goal alignment, and ensuring clients’ long-term success
• Proven capability in driving operational change, adapting to fluctuating priorities, and resolving day-to-day resource complexities under tight deadlines
• ITIL Intermediate certification (v3 or higher) or related frameworks, with demonstrable application of ITIL practices
• Ability to assess and understand strategic customer needs, propose solutions, and deliver clear, results-driven outcomes
• Exceptional skills in strategic team building, leadership, and mentoring, with a focus on fostering employee growth and high engagement
• Advanced analytical skills to investigate escalated incidents, adapt effectively, navigate uncertainties, and produce timely solutions
• Strong competency in managing delivery complexity, human capital, and change initiatives in dynamic environments
• Proficiency in setting realistic mid- and long-term objectives, implementing new service deployments, and refining processes for scalability
• Outstanding communication and interpersonal skills, with fluent B2+ English proficiency

Nice to have

• Extensive experience working in hybrid or cloud-centric environments supporting Cloud Providers (AWS, Google Cloud, Azure, etc.)
• Expert knowledge of high-level mentoring and team-building programs across diverse teams
• Proficiency in designing Cloud Services and Service Desk documentation aligned with industry standards
• In-depth understanding and practical application of Scrum principles, including standups, retrospectives, backlog management, and iterations
• Formal project management training and certification (e.g., PMP, PRINCE2, or Agile Scrum)

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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