Lead Support Analyst

We are seeking an accomplished Lead Support Analyst to join our team, who will be pivotal in upholding the operational integrity of our technology infrastructure.
The ideal candidate will tackle escalated incidents, stabilize IT systems, and develop continuous enhancements to satisfy business needs.

#LI-DNI

Responsibilities

• Address escalated tickets and oversee incidents within the tech stack
• Employ monitoring tools like Grafana and Kibana
• Scrutinize logs from various applications
• Compose basic technical queries in databases such as MongoDB, Microsoft SQL, and Oracle DB
• Troubleshoot device challenges using applications akin to BrowserStack
• Collaborate with L4 teams and vendors to secure timely issue resolution
• Adhere to SLA-defined response and resolution times in managing tickets
• Log and monitor all incidents, ensuring comprehensive documentation from start to finish
• Sort incidents by severity, prioritize resolution actions, and perform root cause analysis for critical incidents
• Adhere to the defined protocol for escalating unresolved issues
• Create and facilitate weekly or monthly performance review meetings with key stakeholders
• Employ ITSM tools, including Jira, ServiceNow, and Service Cloud, to enhance service handling
• Participate in service review meetings to discuss performance and service improvement strategies
• Periodically analyze incident trends to proactively propose solutions

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• Minimum of 5 years' experience in a technical support or analyst role
• 1+ years of relevant leadership experience
• Proficiency in ITSM tools like Jira, ServiceNow, and Service Cloud
• Competency in monitoring tools such as Grafana and Kibana
• Background in managing and assessing application logs
• Skills in composing basic queries for databases such as MongoDB, Microsoft SQL, and Oracle DB
• Understanding of device troubleshooting using tools akin to BrowserStack
• Strong capability to collaborate closely with cross-functional teams and external vendors
• Flexibility to engage in on-call rotations to address urgent business needs as prearranged
• Experience in adhering to SLA compliance and managing incident resolution timelines
• Familiarity with performing root cause analysis and supplying detailed retrospective reports within 72 hours of incident resolution
• Proven track record in pinpointing recurring issues through trend analysis and recommending improvements

• Experience in orchestrating and leading service review meetings
• History in contributing to IT service enhancement plans
• Knowledge in performing periodic performance reviews and producing compliance reports

• Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
• Lunch Allowance - You will receive a daily allowance of CLP $ 7.000 per working day. Enjoy a nice meal on us
• Allowance for internet and electricity - You will receive an allowance of CLP$15.000 per month to cover internet and electricity expense
• National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
• Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
• 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
• 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
• Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home