Lead Application Support Analyst

hace 3 semanas

Desde casa, México EPAM Systems A tiempo completo

You will fit this role if you have a true passion for people, process and technology.You will work under one of client senior support managers.Somebody with potential but has really good customer acumen, quick learner, broad technical skills Former support engineer who is looking to make a move into leading teams and driving initiatives What you’ll do: Lead day-to-day activities to ensure smooth running of the front-line support function by ensuring we serve our developers efficiently and effectively, but also to ensure our support engineers have what they need to be successful in their job.RESPONSIBILITIES- Liaise with developers and support engineers to help drive complex problems towards resolution- Own the day-to-day process and ensure that the team follows it- Act as the first point of contact for support escalations and escalate issues to leadership in a timely manner with appropriate information regarding impact- Help drive success within the team by ensuring the team meets their objectives and KPIs- Help improve overall quality of support data and metrics we're measuring ourselves against- Help the team build out health and status reports- Identify recurring issues or repeatable issues that could be solved by automation- Proactively look for opportunities in how the team can continuously improve current processes and documentation- Provide overview of operational challenges, risks, and opportunities to leadership team- Running of daily standup meetings and other ceremonies with the team and conduct regular triage sessions with engineering representatives from various parts of the business- Help coordinate and establish feedback loops from our engineering community by working closely with our Product team, technical writers, focus groups and Support Managers- Represent the Developer Support team in various settings to provide status updates to customers and stakeholders**REQUIREMENTS**:- Working Pacific hours - mustWE OFFER- 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 3 floating days- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more- Monthly non-taxable amount for the electricity and internet billsCONDITIONS

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