support engineer

EPAM Systems is a global provider of digital engineering, cloud, and AI-enabled transformation services, as well as a leading business and experience consulting partner. The company develops software products, open-source solutions, and accelerators for enterprises.

• Lead, drive, facilitate and chair investigation activities, meetings and conference calls with clients and support teams;
• Act as the single point of contact for any incident reported until resolution;
• Communicate and coordinate with clients and stakeholders throughout the incident lifecycle;
• Update stakeholders on incident status on a regular basis;
• Engage the respective team, person or subject matter expert to assist in resolving incidents;
• Perform root cause analysis in line with contractual SLAs;
• Conduct retrospective calls with clients and stakeholders;
• Maintain administration work and reports, including contact information, technical diagrams and post major incident reviews;
• Support process improvements and knowledge base development;
• Develop and maintain tools and resources to manage major incidents effectively;
• Compile periodic major incident metrics reports;
• Establish procedures and policies for technical support team operations.

• 2+ Years of experience in application or technical support;
• English proficiency at B2+/C1 level;
• Excellent communication and presentation skills with strong customer-centricity across all client levels;
• Experience in KPI monitoring and reporting;
• ITIL certification or equivalent hands-on experience;
• Capability to lead teams, drive activities within tight timeframes and work under pressure;
• Methodical approach with strong attention to detail and analytical problem-solving skills;
• Familiarity with Windows/Linux server platforms including troubleshooting, monitoring, scripting and access to configuration files;
• Familiarity with networking concepts including load balancing, HTTP/TLS/SSL protocols and general architectural topology;
• Familiarity with one database technology among Oracle, MySQL, Postgres or MS SQL including troubleshooting, monitoring and tuning;
• Familiarity with monitoring tools such as Observability, Grafana and Dynatrace;
• Nice to have: Familiarity with GCP, experience in CI/CD with Jenkins or similar tools, background in operational Major Incident Management.

• No conditions specified