We are seeking an accomplished Lead Support Analyst to join our team, who will be pivotal in upholding the operational integrity of our technology infrastructure.
The ideal candidate will tackle escalated incidents, stabilize IT systems, and develop continuous enhancements to satisfy business needs.
We accept CVs in English only.

#LI-DNI

Responsibilities

• Address escalated tickets and oversee incidents within the tech stack
• Employ monitoring tools like Grafana and Kibana
• Scrutinize logs from various applications
• Compose basic technical queries in databases such as MongoDB, Microsoft SQL, and Oracle DB
• Troubleshoot device challenges using applications akin to BrowserStack
• Collaborate with L4 teams and vendors to secure timely issue resolution
• Adhere to SLA-defined response and resolution times in managing tickets
• Log and monitor all incidents, ensuring comprehensive documentation from start to finish
• Sort incidents by severity, prioritize resolution actions, and perform root cause analysis for critical incidents
• Adhere to the defined protocol for escalating unresolved issues
• Create and facilitate weekly or monthly performance review meetings with key stakeholders
• Employ ITSM tools, including Jira, ServiceNow, and Service Cloud, to enhance service handling
• Participate in service review meetings to discuss performance and service improvement strategies
• Periodically analyze incident trends to proactively propose solutions

• Minimum of 5 years' experience in a technical support or analyst role
• 1+ years of relevant leadership experience
• Proficiency in ITSM tools like Jira, ServiceNow, and Service Cloud
• Competency in monitoring tools such as Grafana and Kibana
• Background in managing and assessing application logs
• Skills in composing basic queries for databases such as MongoDB, Microsoft SQL, and Oracle DB
• Understanding of device troubleshooting using tools akin to BrowserStack
• Strong capability to collaborate closely with cross-functional teams and external vendors
• Flexibility to engage in on-call rotations to address urgent business needs as prearranged
• Experience in adhering to SLA compliance and managing incident resolution timelines
• Familiarity with performing root cause analysis and supplying detailed retrospective reports within 72 hours of incident resolution
• Proven track record in pinpointing recurring issues through trend analysis and recommending improvements

• Experience in orchestrating and leading service review meetings
• History in contributing to IT service enhancement plans
• Knowledge in performing periodic performance reviews and producing compliance reports

• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
• Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
• Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
• Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
• Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
• Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!