We are seeking an experienced Lead Support Analyst to join our team and play a pivotal role in supporting clinical studies.
This senior position encompasses analyzing business-related support activities, working closely with the Support team, Third Party Help Desk, and stakeholders. A successful candidate will demonstrate high levels of interactive communication, inclusion, and cultural sensitivity.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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
• Proven capability to troubleshoot device issues using applications similar to Browserstack
• 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 escalation

• 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
• Monitor application logs, databases including MongoDB, Microsoft SQL, and Oracle DB, and execute technical queries
• 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