Proactive Application Support Engineer

EPAM Systems; México; Presencial; MXN 180.000 - 320.000; Jornada completa

Descripción de la vacante

EPAM Systems in Mexico is seeking an IT Incident & Request Analyst to diagnose, resolve, and document moderately complex incidents across digital channels and applications.

You will perform troubleshooting, execute scripts, monitor health, and escalate to Development or Operations as needed, while maintaining Freshservice tickets.

The role requires 2+ years in application support, knowledge of ITIL processes, and English at B1+; shift work including nights/weekends may be required.

Formación

• 2+ years of experience in application or digital channel support.
• Background in debugging, log analysis, and transaction tracing.
• Capability to execute basic scripts and queries in controlled production environments.
• Knowledge of integrations, APIs, and web services.
• Familiarity with ticket management tools such as Freshservice, ServiceNow, or Jira Service Management.
• Knowledge of ITIL processes.
• Excellent verbal and written communication skills.
• Strong service orientation, documentation, and follow-up abilities.
• Analytical skills to identify patterns, correlate events, and accelerate incident resolution.
• Ability to work under pressure during critical incidents and maintenance windows.
• Availability to work 24/7 rotating shifts, including weekends and holidays, according to the operational calendar.
• Willingness to participate in on-call duty and handle critical business incidents when required.
• Proficiency in English at a B1+ level.

Responsabilidades

• Diagnose, analyze, and resolve moderately complex incidents and requests across digital channels and associated applications
• Perform troubleshooting and debugging to identify the root cause of functional and technical incidents
• Execute scripts, controlled queries, and authorized operating procedures for service restoration or validation
• Carry out service restarts, resets, and validations following established procedures
• Update and track tickets in Freshservice, ensuring quality and traceability in documentation
• Escalate incidents to the appropriate teams when specialized support or defect correction is required, and coordinate incident handling with Development, Infrastructure, Integrations, and Operations teams
• Participate in root cause analysis (RCA) and follow up on corrective actions
• Monitor the operational health of critical applications and integrations to proactively identify risks
• Comply with ITIL processes and practices for Incident, Problem, and Request Management
• Maintain up-to-date technical documentation and contribute to the development of operating procedures
• Create, update, and improve the Knowledge Base to facilitate recurring incident resolution and accelerate support
• Provide clear and effective communication with users, technical teams, and business areas during incident management

Conocimientos

Incident management

Troubleshooting

Communication

English (B1+)

Documentation

Herramientas

Freshservice

ServiceNow

Jira Service Management

ITIL

Descripción del empleo

EPAM Systems in Mexico is seeking an IT Incident & Request Analyst to diagnose, resolve, and document moderately complex incidents across digital channels and applications.

You will perform troubleshooting, execute scripts, monitor health, and escalate to Development or Operations as needed, while maintaining Freshservice tickets.

The role requires 2+ years in application support, knowledge of ITIL processes, and English at B1+; shift work including nights/weekends may be required.