We are seeking a dynamic and seasoned Lead Cloud Web Application Support Engineer to spearhead our support team.

The ideal candidate will possess profound expertise in application and cloud infrastructure support, particularly skilled in leveraging tools such as Azure Application Insights and Log Analytics for effective logging and monitoring. Responsibilities include leading a team, ensuring top-notch application monitoring, incident resolution, and elevating support processes to bolster operational excellence.

Responsibilities

• Act as the primary point of initiates client correspondence, team communications, and elevating critical support issues to ensure prompt resolutions and high customer satisfaction
• Lead, mentor, and oversee the team’s daily activities while providing expert guidance as needed
• Augment and refine support processes and workflows to enhance operational efficiency and effectiveness
• Facilitate technical training and skill enhancement for team members on emerging technologies and troubleshooting techniques
• Direct root cause analysis post-incident to prevent recurrences
• Organize shift schedules, ensuring comprehensive coverage for constant support availability
• Collaborate with cross-functional teams, ensuring smooth transitions of applications from development to production
• Oversee monitoring, incident identification, and troubleshooting efforts across all supported applications and systems
• Provide high-level support for mobile clients on iOS and/or Android platforms
• Engage customers through various communication channels to provide real-time troubleshooting
• Elevate expertise in Azure technologies through continuous learning and hands-on application
• Implement and refine queries and alerts within Azure Monitor to boost monitoring capabilities
• Write and execute SQL and MongoDB queries for thoughtful data analysis and reporting
• Adhere to established ITSM practices, including Incident, Problem, and Change Enablement
• Manage and track support tickets efficiently using the ServiceNow platform
• Document Root Cause Analysis for systemic issues and contribute insights to the knowledge base

Requirements

• Established leadership experience with a proven track record in guiding and nurturing high-performing technical teams
• Strong ability to multitask, manage priorities, and align deliverables with business objectives effectively
• Demonstrated capability in L2 support, handling complex incidents assertively to ensure swift resolution
• In-depth knowledge of Web Applications (HTTP protocol), REST API, WebSocket technologies, Azure Application Insights, Log Analytics workspace, and adept in performing KQL queries
• Robust troubleshooting proficiency and rapid application support experience
• Skilled at supporting mobile applications on both iOS and Android platforms, including installation and configuration
• Experienced in crafting queries for SQL and MongoDB databases
• Familiar with ITSM best practices regarding Incident, Problem, and Change Enablement

We offer

• We gather like-minded people:
  • Engineering community of industry professionals
  • Friendly team and enjoyable working environment
  • Flexible schedule and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Relocation within our 50+ offices
• We provide growth opportunities:
  • Outstanding career roadmap
  • Leadership development, career advising, soft skills, and well-being programs
  • Certification (GCP, Azure, AWS)
  • Unlimited access to LinkedIn Learning, Get Abstract, O’Reilly, Cloud Guru
  • Language classes in English and Polish for foreigners
• We cover it all:
  • Stable income (Employment Contract or B2B)
  • Participation in the Employee Stock Purchase Plan
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
  • Referral bonuses
  • Corporate, social and well-being events
• Please, note:
  • The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview
  • We will reach out to selected candidates exclusively

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.