Position: Lead Systems Engineer
Company: EPAM
Experience required: 5y
English level: upper

About the client:

British luxury fashion house headquartered in London, England. Its main fashion house focuses on and distributes trench coats (for which it is most famous), ready-to-wear outerwear, fashion accessories, fragrances, sunglasses, and cosmetics.

Originally focusing on the development of outdoor attire, the fashion house has moved into the high fashion market, developing a first of its kind fabric, which is completely breathable and waterproof, and exclusively made for the brand. 

We are looking for Service Assurance Managers/Coordinators with following roles&responsibilities:

Roles & Responsibilities

End-to-end management of all major incidents happened on our Digital estate including:

Being accountable for resolving outages via workaround or permanent fix

Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

Assess the severity of issues (service and customer impact)

Prioritize non-urgent incidents according to business needs

Escalate to the appropriate people on-call

Track changes, decisions, and fixes (and confirm final fix)

Hold post-incident review meetings and RCA preparation

Update/Follow-up teams on post-incident activities

Maintaining and developing tools and resources to manage major incidents effectively

RemedyForce queue assessment and prioritization, assignment to support teams/champions

Creating and conducting new processes flows, policies, templates around different support roles (GSD, MIM, Support, Champions etc)

Monitor sources of critical issues, providing initial comms and involve necessary counterparts

Update/review and actualize production issues reported to dev streams backlog



Daily Tasks:

Business hours (might be shifted to cover London time)

RemedyForce queue assessment and prioritization, assignment to support teams/support champions

Creating and conducting new operation processes, flows, policies and templates around different support roles (Including GSD, MIM, Support, Champions etc)

Work on service assurance improvements

Monitor sources of critical issues (Critical Alert chats), providing initial comms and ensure involving necessary counterparts

Update/review and actualize production issues reported to dev streams backlog. Manage backlog of support requests

On-call:

Participation in 24x7 on-call rota as Incident Manager (for P1/P2 incidents only)

Overseeing all leaders activities within the operation teams including - team velocity, performance, efficiency, staffing, onboarding, team health

Own change request backlog/implementation processes

Requirements:

Technical foundation, a knowledge of how complex applications work (ideally enterprise e-commerce solutions)

Team Coordinator / Service Delivery experience

Excellent communication skills

Willingness to work in the on-call area being responsible for incident management (24x7 for critical incidents)

Previous experience in customer/end-user support