support engineer

EPAM is a global IT organization delivering enterprise solutions, technology support experience, and digital workplace technology services.

• Oversee global, multi-tier (L1-L2) service desk operations including 24x7 coverage, incident and request management, and SLA performance globally;
• Manage end-user computing and digital workplace covering device lifecycle, endpoint support, unified communications, and workplace technology strategy;
• Own cross-competency Leveraged L1.5 and L2 IT support to advance shift-left opportunities;
• Own Executive Support implementing a white-glove model for senior leaders and priority functions;
• Set direction for knowledge management, service catalog, IT asset management, and practitioner learning programs;
• Lead change through active restructuring including workforce transitions, tooling consolidation, and new operating models to minimize disruption and attrition;
• Own the consolidated budget and execute cost rationalization across staffing, vendors, tooling, and location strategy;
• Define and execute an AIOps and automation roadmap featuring automated triage, predictive incident management, agentic resolution, and self-service;
• Build, mentor, and lead a global organization across support, digital workplace, knowledge and service management, and process governance;
• Partner with security, HR, and business stakeholders to align support operations with enterprise risk, compliance, and workforce experience priorities.

• Bring 12+ years of IT operations or service delivery leadership, including 5+ years leading global, multi-region organizations of 300+ people through a multi-layered management structure;
• Demonstrate a proven track record building a leadership bench with experience hiring, coaching, and retaining ~8 senior managers or directors who each lead their own multi-layered team;
• Show proven experience building or transforming an enterprise IT service desk, end-user computing, or digital workplace organization;
• Possess a background in change leadership through a comparable transition such as outsourcing, shared-services consolidation, merger integration, or major operating-model change;
• Hold direct P&L or cost-center ownership, with measurable cost-to-serve reduction without degrading service quality;
• Have hands-on experience leading AIOps and AI-driven IT operations, with a track record of executing an automation roadmap;
• Demonstrate experience with ITSM platforms like ServiceNow or equivalent and ITIL-aligned governance;
• Show experience supporting executive, VIP, or high-priority users;
• Exhibit strong executive stakeholder management skills and comfort operating across a large, matrixed organization;
• Hold a Bachelor's degree or equivalent experience;
• Nice to have: Experience in global IT services, consulting, or shared-services organizations or integrating acquired or divested organizations into a standard support model, Familiarity with knowledge management, IT asset management, or practitioner competency programs, Six Sigma, Lean, or operational-excellence certification, ITIL, PMP, AIOps/automation, or change management certifications.

• No conditions specified