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Lead Support Analyst

Application Support, Confluence, Incident Management (ITSM), Monitoring tools, Service Desk, SQL

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