Service Desk QA Engineer

Mexico City, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Service Desk QA Engineer. Scroll down to learn more about the position’s responsibilities and requirements.


  • Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight;
  • Build and promote a quality-oriented culture in the organization, through innovative quality infrastructure, communications, awareness programs, and training;
  • Formulate process framework, implement and ensure conformance/compliance to the organization's Quality Management System in alignment with corporate/industry standards;
  • Strategize, plan, facilitate and conduct audits, analyze audit findings, suggest actions to improve quality of products and services, and track for closure;
  • Play a key role in the designing of the quality strategy and ensure that all areas within the business unit perform to the defined standards;
  • Create and define metrics strategy, consolidate various metrics parameters, analyze trends, identify/develop corrective/preventive actions plans to influence improved business performance, and customer satisfaction;
  • Manage the QA team performance in a service desk; provide adequate training, coach, counsel and motivate the team;
  • Work in the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models, for a service desk.


  • At least 3 years of relevant experience as a Quality Analyst in an IT service desk environment;
  • Experience in creation and implementation new workflow instructions, other support service documentation;
  • Effective communicator who is willing and capable to provide discipline and direction to team members who fail to follow established standards of work performance and conduct;
  • Able to meet deadlines consistently;
  • Great analytical skills in QA reporting; incorrect or missing product categorizations, missing resolutions and tracking of QA Daily evaluations and audits;
  • Able to analyze and create ideas and perspectives to help improve overall team performance;
  • Develop an understanding of the challenges in each department;
  • Willingness to take on new responsibilities to meet changing business demands;
  • Be self-managing and play role model for other team members;
  • Excellent communication skills required for new workflow processes setup;
  • Ability to provide reports and KPIs on specific processes upon request;
  • Capable to use new techniques to improve quality in the team;
  • Rapid response to changes in support team and product for the team;
  • Proven experience managing technical environments, IT services;
  • Experience working on environments that include support of Cloud Providers (AWS, Google, Azure, etc.);
  • Mentoring and team building expertise;
  • Deep understanding of Service Desk documentation design standards;
  • Understanding of the Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles;
  • ITIL Service Strategy, Service Transition, Service Operations, Continuous Service Improvement is a big plus;
  • ITIL Foundation certification (v3 or higher).

We offer

  • Career plan and real growth opportunities in the company;
  • Hired directly by EPAM;
  • 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December, bonus, 25% vacation bonus, Mexican holidays plus December the 24th and 31st);
  • Major medical expenses insurance;
  • Dental insurance;
  • Life insurance;
  • 13 % employee savings fund;
  • Vacations starting with 10 days plus 2 floating days;
  • 30 days leave for the following purposes: maternity leave/adoption;
  • 5 days for regular paternity leave or adoption;
  • Constant training and certifications;
  • Flexible work schedule;
  • Relaxed dress code;
  • Mobility plan with our other sites (25 countries);
  • Relocation plan within México.