Support Service Coordinator (Incident Manager)

We're seeking a Support Service Coordinator (Incident Manager) to fully own the Incident Management process across all involved projects, including major incidents requiring escalation and resolution. This role acts as the central contact point throughout the entire incident lifecycle, working with clients and technical teams to ensure prompt resolution and ongoing process enhancement.

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

Responsibilities

• Chair and facilitate investigation activities, meetings and conference calls with clients and support teams
• Serve as the single point of contact for reported incidents until they're resolved
• Coordinate and communicate with clients and stakeholders across the incident lifecycle
• Provide regular status updates to stakeholders on incidents
• Bring in the appropriate team, individual or subject matter expert to help resolve incidents
• Conduct root cause analysis according to contractual SLAs
• Host retrospective calls with clients and stakeholders
• Handle administrative tasks and reporting, such as contact details, technical diagrams and post-major incident reviews
• Contribute to process improvements and knowledge base growth
• Build and maintain tools and resources for effective major incident management
• Generate periodic reports on major incident metrics
• Set up procedures and policies for technical support team functions

Requirements

• 2+ years working in application or technical support
• English proficiency at B2+/C1 level
• Strong communication and presentation abilities with a customer-first mindset across all client levels
• Background in KPI monitoring and reporting
• ITIL certification (or equivalent practical experience)
• Ability to lead teams, push activities forward under tight deadlines and handle pressure
• Structured mindset with keen attention to detail and solid analytical skills
• Knowledge of Windows/Linux server platforms, covering troubleshooting, monitoring, scripting and configuration file access
• Understanding of networking concepts, including load balancing, HTTP/TLS/SSL protocols and general architecture layouts
• Knowledge of at least one database technology (Oracle, MySQL, Postgres or MS SQL), including troubleshooting, monitoring and tuning
• Experience with monitoring tools like Observability, Grafana and Dynatrace

Nice to have

• Experience with GCP for managing cloud-based applications
• Background in CI/CD using Jenkins or similar tools
• Prior experience in operational Major Incident Management

We offer

• 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

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.

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.