Technical Support Analyst

at  Epam Systems

REQUIREMENTS

• Several years of experience in Technical support role in the Finance organization
• Minimum 5 years of experience in IT support role
• Able to translate technical information for non-technical people
• Have a strong ability to solve complex issues
• Excellent communication skills that allow you to interact on all levels
• Have the ability to multi-task and prioritize incidents accordingly
• Fluent English skills are a must, German language skills are significant advantage

ABOUT THE ROLE

Do you have a knack for technology? Are you at your best when supporting others? Do you have a track record of influencing senior IT stakeholders and business partners? Do you have a proven ability to solve complex issues, covering both technical and business needs? If so, we are looking for someone just like you to join us in Zürich in a position, which requires a mix of remote and on-site work in a hybrid model.
As a Technical Support Analyst, you would lead Incident Management along the defined standards and guidelines of the Incident Management framework. You will be responsible for working in collaboration with the different technology support organizations and business stakeholders, driving fast and reliable incident resolution and therefore, supporting smooth and reliable Technology Services operations.

RESPONSIBILITIES

• Maintain and provide a production overview, monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary
• Run and support incident management, manage all Severity 1 to 3 Major Incidents. • Control and ensure the quality of incident communications, provide quality content for cross-stream major incident notifications
• Run and support Mission Control Command & Control activities
• Establish and maintain collaborative working relationships with functional counterparts of the other Technology Services streams
• Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents
• Trend Incident and Problem ticket data to ensure that we have effective problem management in terms of reducing Incident occurrence