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