We are looking for a highly skilled and experienced Application Support Team Lead to join and lead our team.
The successful candidate must have deep knowledge of application and infrastructure support, with a strong focus on log analysis using Azure Application Insights and Log Analytics workspace as part of Azure Monitor. The role requires a comprehensive understanding of Azure cloud technologies and the ability to troubleshoot issues in real time. The Team Lead Engineer will take on leadership responsibilities, guiding and mentoring a team of support engineers, ensuring the smooth operation of all technical support activities, and ensuring best practices in application monitoring, incident resolution, and support processes.
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Responsibilities
- Serve as the primary point of contact for clients and team members, escalating support issues and ensuring timely resolution
- Lead and mentor the support team, providing technical guidance and overseeing daily operations
- Review and optimize support processes for efficiency and continuous improvement
- Manage shift schedules and ensure 24/7 support coverage, particularly for morning shifts and weekends
- Collaborate with engineering and product teams to ensure smooth transitions from development to production
- Monitor applications, identify incidents, and lead troubleshooting efforts to resolve issues efficiently
- Engage with customers directly to troubleshoot and resolve issues in real-time
- Develop expertise in Azure technologies, including AppInsights and Log Analytics, and create/modify queries for enhanced monitoring
- Adhere to ITSM practices and manage support tickets using ServiceNow
- Document root cause analysis (RCA) and contribute to the knowledge base for continuous learning
- Proven experience leading and mentoring technical teams, fostering a high-performance environment
- Strong skills in managing multiple priorities and delivering results aligned with business goals
- Solid background as an L2 Application Support Engineer, with expertise in managing complex incidents and troubleshooting
- In-depth knowledge of web applications, Azure Application Insights, Log Analytics, and Azure cloud technologies, including KQL queries
- Strong troubleshooting skills for both web and mobile applications (iOS/Android)
- Experience with SQL and MongoDB query writing
- Familiarity with ITSM practices, including Incident, Problem Management, and Change Enablement
- Excellent communication, customer service, and multitasking abilities
- Experience with ServiceNow or similar ticketing systems
- Engineering Heritage: Best-in-class experts sharing a culture of engineering excellence and tackling complex engineering challenges for over 30 years
- Advanced Tech Stack: Innovative projects where you can apply or enhance your expertise in Cloud, Data, AI, and other emerging technologies
- World-Class Clients: Work closely with 295+ of the Forbes Global 2000 on creating disruptive solutions that make a global impact
- Professional Growth: Exceptional support for career development with comprehensive resources for upskilling or reskilling in pioneering practices
- GenAI Community: Strong AI competencies with 600+ experts across 55+ locations driving GenAI-enabled transformation journeys
- Entrepreneurial Culture: If you're passionate and dedicated to improving business transformation, we provide the support you need to bring your ideas to life
- Hybrid Setup: The flexibility to work from any location in Latvia, whether it's your home or our office in Riga
- Other Benefits: Additional vacation and trust days, private health insurance, Employee Stock Purchase Plan and more
About EPAM
EPAM is a leading global provider of digital platform engineering and development services. For over 30 years, our team has helped leading brands navigate the waves of digital transformation, building solutions that help them stay competitive through constant market disruption.
With offices in 55+ countries, EPAM has grown in Latvia to over 150+ talented innovators in 3 years. We foster creativity and unconventional ways of doing things, welcoming like-minded professionals to join us.