Application Support Team Lead

We are looking for a highly skilled and experienced Application Support Team Lead to join and lead our team.
The successful candidate must have deep knowledge of application and infrastructure support, with a strong focus on log analysis using Azure Application Insights and Log Analytics workspace as part of Azure Monitor. The role requires a comprehensive understanding of Azure cloud technologies and the ability to troubleshoot issues in real time. The Team Lead Engineer will take on leadership responsibilities, guiding and mentoring a team of support engineers, ensuring the smooth operation of all technical support activities, and ensuring best practices in application monitoring, incident resolution, and support processes.

Unlock the potential of remote work in Kazakhstan, giving you the flexibility to work from home or access our offices in Astana, Almaty or Karaganda.

#LI-DNI#LI-MDA7

Responsibilities

• Serve as the primary point of contact for clients and team members, escalating support issues and ensuring timely resolution
• Lead and mentor the support team, providing technical guidance and overseeing daily operations
• Review and optimize support processes for efficiency and continuous improvement
• Manage shift schedules and ensure 24/7 support coverage, particularly for morning shifts and weekends
• Collaborate with engineering and product teams to ensure smooth transitions from development to production
• Monitor applications, identify incidents, and lead troubleshooting efforts to resolve issues efficiently
• Engage with customers directly to troubleshoot and resolve issues in real-time
• Develop expertise in Azure technologies, including AppInsights and Log Analytics, and create/modify queries for enhanced monitoring
• Adhere to ITSM practices and manage support tickets using ServiceNow
• Document root cause analysis (RCA) and contribute to the knowledge base for continuous learning

Requirements

• Proven experience leading and mentoring technical teams, fostering a high-performance environment
• Strong skills in managing multiple priorities and delivering results aligned with business goals
• Solid background as an L2 Application Support Engineer, with expertise in managing complex incidents and troubleshooting
• In-depth knowledge of web applications, Azure Application Insights, Log Analytics, and Azure cloud technologies, including KQL queries
• Strong troubleshooting skills for both web and mobile applications (iOS/Android)
• Experience with SQL and MongoDB query writing
• Familiarity with ITSM practices, including Incident, Problem Management, and Change Enablement
• Excellent communication, customer service, and multitasking abilities

Nice to have

• Experience with ServiceNow or similar ticketing systems

We offer

• We connect like-minded people: :
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
  • Opportunity to work abroad for up to two months per year
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events
• We invest in your growth: :
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly
  • Free English classes with certified teachers
  • Discounts in local language schools, including online courses for the Kazakh language
• We cover it all: :
  • Participation in the Employee Stock Purchase Plan
  • Monetary bonuses for engaging in the referral program
  • Medical & family care package
  • Six trust days per year (sick leave without a medical certificate)
  • Coverage of psychology sessions of your choice
  • Benefits package (sports activities, a variety of stores and services)

EPAM is a team of technologists and innovators united by a passion for technology. In Kazakhstan, we operate across all cities with offices in Astana, Almaty, and Karaganda and work with the world's leading companies from different industries. In 2023, EPAM received the Export Excellence Award at the esteemed Digital Bridge Awards, showcasing our commitment to excellence and innovation.