Currently, we are looking for aLead Service Desk Specialistto join our geo-distributed team in providing end-user support to EPAM’s clients.Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.This position offers remote setup with the flexibility to work from any location in Kazakhstan, whether it’s your home or well-equipped offices in Astana, Almaty or Karaganda.#LI-DNIResponsibilitiesLead multiple geo-distributed teams to deliver high-quality support service to clientsMajor Incident Manager (MIM)Provide day to day servant leadership, guidance, and coordination across teamsSupervise and review the work of team and handle customer complaints properlyManaging team performance, KPIs and SLAs-driven types of engagements to define and implement correction plans when neededResolving conflicts and ensuring the teams' processes and tasks are carried out efficientlyEstablish, prioritize, and effectively communicate goals to the unit members in order to meet business objectivesImplementation of new L1 activities and tasksProject onboarding from the client and L2/L3Knowledge base article creation and maintenance for L1 activitiesCommunication process calibration for L1 and L2/L3 teamsNewcomer’s onboarding and KT provision to the teamRequirements
Currently, we are looking for aLead Service Desk Specialistto join our geo-distributed team in providing end-user support to EPAM’s clients.Currently, we support more than 20 clients across the globe, representing Healthcare, e-commerce, Retail, travel, technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported.This position offers remote setup with the flexibility to work from any location in Kazakhstan, whether it’s your home or well-equipped offices in Astana, Almaty or Karaganda.#LI-DNIResponsibilities
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