Senior Support Analyst

We are seeking a highly experienced Senior Support Analyst to join our team, playing a critical role in maintaining the operational integrity of our technology infrastructure.
The ideal candidate will be responsible for addressing escalated incidents, ensuring the stability of IT systems, and implementing continuous improvements to meet business requirements.

#LI-DNI

Responsibilities

• Resolve escalated tickets and manage incidents within the tech stack
• Utilize monitoring tools such as Grafana and Kibana
• Analyze logs from multiple applications
• Write basic technical queries in databases like MongoDB, Microsoft SQL, and Oracle DB
• Troubleshoot device issues using applications similar to BrowserStack
• Collaborate with L4 teams and vendors to ensure timely issue resolution
• Manage tickets adhering to SLA-defined response and resolution times
• Log and track all incidents, ensuring thorough documentation from initiation to closure
• Classify incidents by severity, prioritize resolution efforts and conduct root cause analysis for critical incidents
• Follow the defined process for escalating unresolved issues
• Generate and conduct weekly or monthly performance review meetings with key stakeholders
• Utilize ITSM tools including Jira, ServiceNow, and Service Cloud to improve service handling
• Attend service review meetings to discuss performance and service improvement strategies
• Analyze incident trends periodically to proactively recommend solutions

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• Minimum of 3 years of experience in a technical support or analyst role
• Proficiency with ITSM tools such as Jira, ServiceNow, and Service Cloud
• Competency in monitoring tools like Grafana and Kibana
• Background in managing and analyzing application logs
• Skills in writing basic queries for databases like MongoDB, Microsoft SQL, and Oracle DB
• Understanding of device troubleshooting using tools similar to BrowserStack
• Strong capability to work closely with cross-functional teams and external vendors
• Flexibility to participate in on-call rotations for addressing critical business needs outside regular hours as agreed upon in advance
• Experience in maintaining SLA compliance and managing incident resolution timelines
• Familiarity with conducting root cause analysis and providing detailed retrospective reports within 72 hours of incident resolution
• Proven track record of identifying recurring issues through trend analysis and suggesting improvements

• Experience organizing and leading service review meetings
• History of contributing to IT service improvement plans
• Knowledge of conducting periodic performance reviews and generating compliance reports

• Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
• Lunch Allowance - You will receive a daily allowance of CLP $ 7.000 per working day. Enjoy a nice meal on us
• Allowance for internet and electricity - You will receive an allowance of CLP$15.000 per month to cover internet and electricity expense
• National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
• Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home