Overview

We are seeking a highly skilled Senior Environment Support Engineer (L2) to lead and manage complex incident investigations, ensure seamless communication with stakeholders and drive process improvements while providing technical support and expertise across various platforms and technologies.

Please note that for positions in Ukraine, we only consider candidates who are currently based in Ukraine or plan to return in the near future. Remote work is available only from Ukraine.

Responsibilities

  • Lead and facilitate investigation activities, meetings and conference calls with clients and support teams
  • Act as a single point of contact for reported incidents until resolution
  • Communicate and coordinate effectively with clients and stakeholders throughout the incident lifecycle
  • Provide regular status updates on incident progress to all involved parties
  • Manage stakeholder engagement to ensure support from respective teams or experts in resolving incidents
  • Develop Root Cause Analysis (RCA) reports in alignment with contractual SLAs
  • Conduct retrospective reviews involving clients and stakeholders post-incident resolution
  • Maintain up-to-date documentation including reports, contact information and technical diagrams
  • Drive process and knowledge base improvements to enhance operational efficiency
  • Compile and deliver periodic metrics reports for major incidents
  • Define procedures and policies for technical support team operations

Requirements

  • 3+ years of professional experience in incident response, technical troubleshooting and environment support
  • Expertise in troubleshooting and problem-solving on Windows and Linux environments with familiarity in server platforms, scripting, monitoring and application support tasks
  • Knowledge of networking concepts including application routing, configuration, load balancing, protocols (HTTP, TLS/SSL) and architectural topology (web, app, database servers)
  • Background in databases such as Oracle, MySQL, PostgreSQL or MS SQL with general troubleshooting and tuning capabilities (e.g., indexes, procedures, transactions)
  • Proficiency in observability and monitoring tools like Grafana and Dynatrace
  • Familiarity with managing applications in cloud environments with GCP insight being a significant advantage
  • ITIL certification or strong operational experience in major incident management
  • Competency in analytical problem-solving, underpressure performance and KPI monitoring and reporting
  • Strong customer-centered communication skills and an ability to work with clients at all organizational levels

Nice to have

  • Familiarity with CI/CD pipelines using Jenkins or similar tools
  • Understanding of database operations and Linux administration tasks
  • Experience with GCP Operations for enhanced 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.