Currently, we are looking for a Lead Service Desk Specialist to join our geo-distributed team in providing end-user support to EPAM's clients.
Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.
This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.
#LI-DNI
Responsibilities
- Lead multiple geo-distributed teams to deliver high-quality support service to clients
- Major Incident Manager (MIM)
- Provide day to day servant leadership, guidance, and coordination across teams
- Supervise and review the work of team and handle customer complaints properly
- Managing team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when needed
- Resolving conflicts and ensuring the teams' processes and tasks are carried out efficiently
- Establish, prioritize, and effectively communicate goals to the unit members in order to meet business objectives
- Implementation of new L1 activities and tasks
- Project onboarding from the client and L2/L3
- Knowledge base article creation and maintenance for L1 activities
- Communication process calibration for L1 and L2/L3 teams
- Newcomer's onboarding and KT provision to the team
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- Fluent English (B2+ or higher)
- Excellent verbal and written communication skills in languages possessed
- Have a clear and deep understanding of the concept of Service and specific types of Services (Managed Service, Shared Service, etc.)
- Possess good knowledge of IT Service Management principles and best practices; able to transition the service, set up KPIs and SLAs
- Stress resistance, and ability to handle high volumes of requests
- Outstanding client-facing skills
- Advanced troubleshooting and multi-tasking skills
- Ability to stay cool-headed in tough situations
- Good knowledge of ITIL event and incident management processes
- Personal skills: motivated, quick learner, organized, and responsible
- Networking Basics Knowledge and understanding of basic networking terms
- Knowledge of Linux basics (novice level)
- Android / iOS general interface and features knowledge
- Cloud Infrastructure comprehension
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
- Free English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Four trust days per year for personal needs
- Discounts for fitness clubs
- Benefits package (hotels, restaurants, stores and services)