We are seeking an experienced Lead Support Analyst to join our team and play a pivotal role in supporting clinical studies.
This senior position encompasses analyzing business-related support activities, working closely with the Support team, Third Party Help Desk, and stakeholders. A successful candidate will demonstrate high levels of interactive communication, inclusion, and cultural sensitivity.

#LI-DNI

Responsibilities

• Lead the analysis and investigation of production incidents and internal requests
• Serve as the primary communication link between SMEs and stakeholders, providing expert consultancy on functionalities
• Oversee the maintenance and updating of knowledge base articles
• Identify and implement process and workflow improvements to support scaling efforts
• Resolve escalated technical issues within the tech stack and manage complex incidents
• Monitor application logs, databases including MongoDB, Microsoft SQL, and Oracle DB, and execute technical queries
• Coordinate with L4 teams and vendors to expedite issue resolution according to established timelines
• Supervise ticket management, ensuring adherence to SLA-based response and resolution protocols
• Conduct comprehensive root cause analysis for critical incidents and ensure case reviews within 72 hours of resolution
• Analyze incident trends to proactively identify issues and develop strategic solutions

• 5+ years of experience in a Support Analyst role, with at least 1 year in a leadership position
• Proficiency in ITSM tools including Jira, Service Now, and Service Cloud
• Expertise in using monitoring tools like Grafana and Kibana
• Proven capability to troubleshoot device issues using applications similar to Browserstack
• Extensive background in incident management, including logging, tracking, triage, and prioritization
• Competency in leading service review meetings and conducting performance analysis
• Comprehensive understanding of databases like MongoDB, Microsoft SQL, and Oracle DB
• Skills in writing and interpreting basic technical queries in databases
• Ability to adapt to technological advancements and integrate new practices into existing workflows
• Demonstrated knowledge of industry best practices in ticket management and issue resolution escalation

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Monthly non-taxable amount for the electricity and internet bills