Lead Support Analyst

hace 2 semanas

Desde casa, México EPAM Systems A tiempo completo

We are seeking an experienced **Lead Support Analyst** to join our team and play a pivotal role in supporting clinical studies.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- 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**REQUIREMENTS**:- 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- 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 escalationWE 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 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

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