Overview

We are seeking a highly skilled Lead Environment Support Engineer (L2) to manage complex incident investigations, ensure effective communication with stakeholders and enhance processes while delivering technical support and expertise across various platforms and technologies.

Responsibilities

  • Coordinate investigation activities, meetings and calls with clients and support teams
  • Serve as the main contact for reported incidents until resolved
  • Foster effective communication with clients and stakeholders throughout the incident process
  • Share periodic updates on incident progress with all involved parties
  • Engage stakeholders to secure assistance from relevant teams or experts in resolving incidents
  • Prepare Root Cause Analysis (RCA) reports as per contractual SLAs
  • Conduct post-incident reviews involving clients and stakeholders
  • Ensure documentation remains current, including reports, contact directories and diagrams
  • Identify and implement process and knowledge base enhancements to improve efficiency
  • Generate metrics reports periodically to summarize major incidents
  • Establish procedures and policies for technical support team operations

Requirements

  • 5+ years of professional experience in incident response, technical troubleshooting and environment support
  • Proficiency in troubleshooting and problem-solving within Windows and Linux environments; familiarity with server platforms, scripting, monitoring and application support tasks
  • Knowledge of networking concepts like routing, load balancing, protocols (HTTP, TLS/SSL) and architectural topology (e.g., web, app, database servers)
  • Background in databases such as Oracle, MySQL, PostgreSQL or MS SQL; experience in troubleshooting and tuning issues such as indexes, procedures or transactions
  • Skills in using observability and monitoring tools like Grafana and Dynatrace
  • Understanding of managing applications in cloud environments; knowledge of GCP is highly preferable
  • ITIL certification
  • Competency in analytical problem-solving, working under pressure and monitoring/reporting KPIs
  • Customer-focused communication skills and ease of collaboration with clients at all levels

Nice to have

  • Familiarity with CI/CD pipelines and tools like Jenkins
  • Understanding of database operations and tasks associated with Linux administration
  • Capability to leverage GCP Operations for improved cloud management

Ukraine

With us you can:

  • Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
  • Receive the necessary equipment to perform your work tasks
  • Change projects and technology stacks within EPAM
  • Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
  • Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
  • Participate in volunteer, charity programs and communities (both technical and interest-based)

We focus on your professional growth:

  • You can plan your individual career path together with your manager
  • Receive regular feedback from colleagues
  • Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
  • Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
  • Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
  • Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
  • Study at EPAM Solution Architecture School with the instructors who are practicing architects
  • Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
  • Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)

What we offer:

  • Vacation and sick leave (including a sick leave without a medical certificate)
  • A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
  • Medical insurance for family members at corporate rates
  • Company support during significant life events (childbirth or adoption, marriage, etc.)
  • Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
  • E-kids program - a free programming language training program for EPAMers' children

[epamgdo] Ukraine (benefits may differ)

Kindly be advised that the set of benefits, including learning, certification, and other opportunities, may vary depending on the role you apply for. Our recruiter will be able to share more details about the specific opportunity during your general interview.

[epamgdo] Ukraine (About EPAM)

EPAM strives to provide its global team of over 62,350 professionals in more than 55 countries with opportunities for professional growth from day one of collaboration. Our colleagues are the source of EPAM's success, so we value cooperation, strive to always understand our clients' business and aim for the highest quality standards. No matter where you are, you will join a dedicated, diverse community that will help you realize your potential to the fullest.