Overview

We are looking for an experienced Senior Service Desk Specialist (Cloud Support, Monitoring) to join our team. In this role, you will take ownership of complex support operations, lead incident resolution activities, and contribute to the continuous improvement of monitoring and support processes. You will collaborate closely with cross-functional teams, mentor junior specialists, and play a key role in ensuring the stability and reliability of cloud-based environments and business-critical applications.

Responsibilities

  • Monitor cloud infrastructure, networks and applications, proactive identification of issues and ensure high system availability
  • Lead investigation and resolution of complex incidents, perform root cause analysis and coordinate with L2/L3 and engineering teams when needed
  • Manage and prioritize incidents, service requests and escalations using ticketing platforms such as ServiceNow, Jira and Zendesk
  • Drive operational excellence through improvement of monitoring, alerting, troubleshooting and incident management processes
  • Collaborate with infrastructure, DevOps and application teams to maintain performance, reliability and SLA compliance
  • Create and maintain technical documentation, knowledge base articles and troubleshooting guides
  • Mentor and support junior team members, share best practices and technical expertise
  • Participate in rotational shifts and on-call activities to support 24/7 operations

Requirements

  • 4+ years of experience in Service Desk, Technical Support, Cloud Support or similar infrastructure-focused roles
  • Strong understanding of Networking and Cloud technologies
  • Hands-on experience with ticketing systems such as Jira, ServiceNow and Zendesk
  • Solid command-line and scripting experience with Linux, Bash and PowerShell
  • Experience with troubleshooting of production environments, including applications, infrastructure and connectivity issues
  • Strong knowledge of monitoring and observability tools such as Zabbix, Grafana, Datadog, AWS CloudWatch or similar
  • Understanding of ITSM processes, incident management and operational support best practices
  • Experience with Windows Server, Linux environments and cloud platforms (AWS, Azure or GCP)
  • Knowledge of web technologies, APIs, HTTP status codes, SQL queries and log analysis
  • Strong communication skills in English (B2+), with the ability to collaborate effectively in a global environment
  • Ability to work independently, prioritize tasks and handle high-pressure production incidents
  • In case of internal staffing channel, transfer to Global Service Desk unit and org line is a must due to specific internal requirements and engagement duration

Nice to have

  • Experience with support of large-scale cloud or enterprise environments
  • Familiarity with automation and scripting for operational tasks
  • Exposure to CI/CD pipelines and DevOps practices
  • Experience with log aggregation and observability platforms
  • Relevant certifications such as AWS, Azure, ITIL or Linux certifications

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 (Remote)

Kindly note that this role supports remote work, but only from within Ukraine.

[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.