GUADALAJARA + ESCALATION MANAGER
Descripción de la oferta de empleo
In this role, you will be pivotal in providing top-notch support services to our clients, leading geo-distributed teams, and ensuring efficient resolution of conflicts and escalations.
This position offers the opportunity to work in a fast-paced setting, manage significant responsibilities, and develop your leadership skills in IT service management.
RESPONSIBILITIES Lead multiple geo-distributed teams to deliver high-quality support service to clients Provide day-to-day servant leadership, guidance, and coordination across teams Supervise and review team work, handling customer complaints effectively Manage team performance, KPIs, and SLA-driven engagements, implementing corrective plans as needed Resolve conflicts and ensure team processes and tasks are carried out efficiently Establish, prioritize, and communicate goals clearly to meet business objectives Oversee onboarding and knowledge transfer to new team members REQUIREMENTS Fluent in English (B2+ or higher) Excellent verbal and written communication skills Deep understanding of Service concepts and types (Managed Service, Shared Service, etc.) Strong knowledge of IT Service Management principles and best practices, with ability to set up KPIs and SLAs High stress resistance and ability to handle large volumes of requests Outstanding client-facing and troubleshooting skills Proficient in multitasking and maintaining composure in challenging situations Familiar with ITIL event and incident management processes Personal traits.
motivated, quick learner, organized, and responsible NICE TO HAVE Basic knowledge of networking Novice level understanding of Linux General knowledge of Android / iOS interfaces and features Familiarity with Cloud Infrastructure 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
Detalles de la oferta
- EPAM Systems
- 25/10/2024
- 23/01/2025
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