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Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end‑user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business.
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Responsibilities
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Manage team scheduling, shift rotas, on‑call coverage and capacity planning
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Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
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Own major incident coordination including bridge calls, resolution drive and stakeholder communication
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Act as primary escalation point for VIP and executive‑level issues ensuring white‑glove service
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Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
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Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
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Liaise with business stakeholders and third‑party vendors, managing expectations and tracking performance
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Drive continuous improvement through trend analysis, automation and shift‑left initiatives
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Maintain quality of team knowledge output including runbooks, SOPs and known‑error records
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Support audit activities and ensure compliance with regulatory requirements
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Requirements
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5–7 years in IT support operations with 2–3 years in a team lead or coordinator role managing 8–15 staff
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ITIL v3/v4 Foundation certified with strong process discipline
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Solid understanding of M365, Windows endpoints, Active Directory and Citrix VDI
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Experience with ServiceNow for dashboards, workflows and SLA reporting
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Strong stakeholder management skills comfortable with senior executives and VIP users
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Experience coordinating major incidents and producing post‑incident reviews
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Experience in financial services or regulated environments
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Excellent organisational skills and ability to remain calm under pressure
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Experience with team capacity planning and resource management
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Strong communication and documentation skills
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Nice to have xugodme
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ITIL v4 Managing Professional / HDI Support Center Manager or Microsoft certifications
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Experience with ServiceNow Performance Analytics, CMDB and service catalogue design
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Familiarity with Power BI for operational dashboards and reporting
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Experience managing support through technology transitions
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Exposure to CSI programmes, Lean/Six Sigma or SIAM principles
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Experience supporting regulatory audits, penetration testing or business continuity exercises
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We offer
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Private health insurance
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EPAM Employees Stock Purchase Plan
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100% paid sick leave
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Referral Program
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Professional certification
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Language courses