Guadalajara + Escalation Manager Guadalajara, Mexico

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