We are seeking a highly experienced Senior Support Analyst to join our team, playing a critical role in maintaining the operational integrity of our technology infrastructure.
The ideal candidate will be responsible for addressing escalated incidents, ensuring the stability of IT systems, and implementing continuous improvements to meet business requirements.
We accept CVs in English only.

#LI-DNI

Responsibilities

• Resolve escalated tickets and manage incidents within the tech stack
• Utilize monitoring tools such as Grafana and Kibana
• Analyze logs from multiple applications
• Write basic technical queries in databases like MongoDB, Microsoft SQL, and Oracle DB
• Troubleshoot device issues using applications similar to BrowserStack
• Collaborate with L4 teams and vendors to ensure timely issue resolution
• Manage tickets adhering to SLA-defined response and resolution times
• Log and track all incidents, ensuring thorough documentation from initiation to closure
• Classify incidents by severity, prioritize resolution efforts and conduct root cause analysis for critical incidents
• Follow the defined process for escalating unresolved issues
• Generate and conduct weekly or monthly performance review meetings with key stakeholders
• Utilize ITSM tools including Jira, ServiceNow, and Service Cloud to improve service handling
• Attend service review meetings to discuss performance and service improvement strategies
• Analyze incident trends periodically to proactively recommend solutions

• Minimum of 3 years of experience in a technical support or analyst role
• Proficiency with ITSM tools such as Jira, ServiceNow, and Service Cloud
• Competency in monitoring tools like Grafana and Kibana
• Background in managing and analyzing application logs
• Skills in writing basic queries for databases like MongoDB, Microsoft SQL, and Oracle DB
• Understanding of device troubleshooting using tools similar to BrowserStack
• Strong capability to work closely with cross-functional teams and external vendors
• Flexibility to participate in on-call rotations for addressing critical business needs outside regular hours as agreed upon in advance
• Experience in maintaining SLA compliance and managing incident resolution timelines
• Familiarity with conducting root cause analysis and providing detailed retrospective reports within 72 hours of incident resolution
• Proven track record of identifying recurring issues through trend analysis and suggesting improvements

• Experience organizing and leading service review meetings
• History of contributing to IT service improvement plans
• Knowledge of conducting periodic performance reviews and generating 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!