Technical Support Analyst

305 King St W

Suite 1100

Kitchener, ON N2G 1B9

Canada

Technical Support Analyst Description

ABOUT THE ROLE

Do you have a knack for technology? Are you at your best when supporting others? Do you have a track record of influencing senior IT stakeholders and business partners? Do you have a proven ability to solve complex issues, covering both technical and business needs? If so, we are looking for someone just like you to join us in Zürich in a position, which requires a mix of remote and on-site work in a hybrid model.

As a Technical Support Analyst, you would lead Incident Management along the defined standards and guidelines of the Incident Management framework. You will be responsible for working in collaboration with the different technology support organizations and business stakeholders, driving fast and reliable incident resolution and therefore, supporting smooth and reliable Technology Services operations.

Responsibilities

• Maintain and provide a production overview, monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary
• Run and support incident management, manage all Severity 1 to 3 Major Incidents. • Control and ensure the quality of incident communications, provide quality content for cross-stream major incident notifications
• Run and support Mission Control Command & Control activities
• Establish and maintain collaborative working relationships with functional counterparts of the other Technology Services streams
• Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents
• Trend Incident and Problem ticket data to ensure that we have effective problem management in terms of reducing Incident occurrence

Requirements

• Several years of experience in Technical support role in the Finance organization
• Minimum 5 years of experience in IT support role
• Able to translate technical information for non-technical people
• Have a strong ability to solve complex issues
• Excellent communication skills that allow you to interact on all levels
• Have the ability to multi-task and prioritize incidents accordingly
• Fluent English skills are a must, German language skills are significant advantage

Our Benefits Include

• EPAM Employee Stock Purchase Plan (ESPP)
• Enhanced parental leave
• Extended pension plan
• Daily sickness allowance insurance
• Employee assistance program
• Referral program
• Hybrid working opportunities
• Global business travel medical and accident insurance
• Great learning and development opportunities, including in-house professional training, career advisory and coaching, sponsored professional certifications, well-being programs, LinkedIn Learning Solutions and much more
• EPAM Switzerland was named a Top Company 2022, 2023 & 2024 by Kununu for its people centric culture built on life-long learning
• Certain benefits and perks may be subject to eligibility requirements

About EPAM

• 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

Additional

• Please note that any offers will be subject to appropriate background checks
• We do not accept CVs from recruiting or staffing agencies
• For this position, we are able to consider applications from the following:
• Swiss nationals
• EU/EFTA nationals
• Third-country nationals based in Switzerland with an appropriate work permit
• Displaced people from Ukraine who are currently in Switzerland and hold, or have already applied for, S permits