Head of Support / Support Lead

- Leading a team of software maintenance engineers(10), developers(3) and devops(1).
- Identifying and prioritizing the most important quality problems in support tickets, and then developing clear and simple coaching to fix these quality problems;
- Leveraging technical acumen to understand why troubleshooting and solutions within tickets are suboptimal;
- Writing clear and concise coaching advice to improve the ticket quality of agents.
- Issues investigation, root cause analysis, data fixes (SQL/JS scripts for fixing data in the DB), code fixes (for bugs found during investigation and analysis);
- Building\Tracking new metrics. Serve the management team by providing a clear representation of the status;
- Work with Project Manager and Account Manager to find new opportunities within the client.

- Leading a team of 5 engineers(2 Backend Engineers; 2 support\QA engineers, 1 FE Engineer) to deliver the best Support\ Development service.
- Project management (Agile)
- Define\Track team goals and metrics.
- Work closely with Customer Success, Product, Operations Teams and other Engineers making sure all platform issues and feedback gets right treatment.
- Develop\improve Company support policies and procedures.
- Define and improve cross-teams communications and processes.
- Make impact on product and business by driving right approaches and decisions.
- Hiring activities - Support\QA\FE
- Owning Hot-fix deploy process

• End users (2000+) support, preparation of user requirements and system design specifications for development team, business impact analysis, systems risk assessment, end users training activities;
• Tier 3-4 computer systems support & testing group management: supervision on the group of Systems Engineers; communication with off-the-shelf systems support;
• Computer systems validation in compliance with CFR 21 Part 11 regulation, validation documentation preparation, change control;
• Research, implementation and maintenance of wide range of computer systems, functional testing and qualification;
• Communication with vendors;
• Project management (Agile). Implementation projects of the following computer systems:
- Clinical Trials Management System;
- Electronic Project Master File (EMC Documentum platform);
- Regulatory Tracking;
- ARISg v.7.4;
- Temperature & Humidity Management Systems
• MS SQL Server (2012,2016) management: development and running transact SQL queries and procedures;
• Development of new modules to a corporate WEB platform (.NET, C#);

installation, configuration and administration of computer systems;
users support;
users training;
define user requirements;
running transact SQL queries and procedures;
monitoring and implementation of software updates;
review of technical documentation;
computer systems testing and code review;
monitoring of hardware/software market;
special hardware installation and configuration;
communication with IT vendors;
functional testing of computer systems

IT Infrastructure implementation, development and support; installation, configuration and administration of computer systems;
users support;
users training;
web sites development and support;
monitoring of hardware/software market;

IT Infrastructure implementation, development and support;
installation, configuration and administration of computer systems;
users support;
users training