We are seeking an experienced **Lead Support Analyst** to join our team and play a pivotal role in supporting clinical studies.
RESPONSIBILITIES
- Lead the analysis and investigation of production incidents and internal requests
- Serve as the primary communication link between SMEs and stakeholders, providing expert consultancy on functionalities
- Oversee the maintenance and updating of knowledge base articles
- Identify and implement process and workflow improvements to support scaling efforts
- Resolve escalated technical issues within the tech stack and manage complex incidents
- Coordinate with L4 teams and vendors to expedite issue resolution according to established timelines
- Supervise ticket management, ensuring adherence to SLA-based response and resolution protocols
- Conduct comprehensive root cause analysis for critical incidents and ensure case reviews within 72 hours of resolution
- Analyze incident trends to proactively identify issues and develop strategic solutions
**REQUIREMENTS**:
- 5+ years of experience in a Support Analyst role, with at least 1 year in a leadership position
- Proficiency in ITSM tools including Jira, Service Now, and Service Cloud
- Expertise in using monitoring tools like Grafana and Kibana
- Extensive background in incident management, including logging, tracking, triage, and prioritization
- Competency in leading service review meetings and conducting performance analysis
- Comprehensive understanding of databases like MongoDB, Microsoft SQL, and Oracle DB




- Skills in writing and interpreting basic technical queries in databases
- Ability to adapt to technological advancements and integrate new practices into existing workflows
- Demonstrated knowledge of industry best practices in ticket management and issue resolution escalation
WE OFFER
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Adaptable work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Monthly non-taxable amount for the electricity and internet bills

📌 Lead Support Analyst (México)
🏢 Epam Systems
📍 México