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.
Responsibilities
- 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
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
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn