L1 Team Lead (вакансія неактивна)

We are a highly successful Company with great ambitions. We operate on a very competitive market so every day we are looking for opportunities to be better. To be faster. Even faster. Never stand aside and never afraid to try. Having a lot of ideas we are very open to fresh ones. Equally important, we have the resources to bring these into motion.

Your challenges:

— Manage L1 team and coordinate L1 function execution company-wide;
— Design and implement L1 support strategy. Revise it on a regular basis with a continuous improvement approach;
— Find and hire L1 support engineers and problem managers;
— Manage incidents and problems of products for end- and internal users;
— Improve and optimize Incident/Problem management process with a focus on efficiency: TTR decrease, SLA adherence, Customer Satisfaction, etc.;
— Focus on the creation of proactive monitoring with stakeholders. Manage and excel usage of monitoring toolkit;
— Create support documentation for production services;
— Act as Business incident management evangelist and engaging cooperation with L2\L3;
— Make clear reporting of service and product metrics & KPI for the business and product teams.

We invite those who:

— Fired up to influence product development and product quality;
— Skillful people manager and conflict solver;
— Never shies away from a challenge;
— Like to use cutting edge technologies;
— Take responsibility for your decisions and actions;
— Great team player;
— Highly effective in a dynamic environment with multiple, changing priorities;
— Stress-resistant and able to conduct high pressure;
— A positive person with a great sense of humor;
— Always demonstrate can-do and strive for a better attitude.

Essential professional experience:

— Minimum 1-2 year experience in the same position or experience technical support;
— Experience in managing 10+ team members;
— High level of proficiency with Jira, Confluence, or other tracking systems;
— Excellent communication skills (both written and verbal) is a must;
— Analytical and problem-solving skills;
— Intermediate level of English or higher;
— Ability to handle multiple tasks and prioritize on an ongoing basis, self-time management;
— Understanding of SDLC;
— Knowledge of Agile methodology.

Desirable skills and personal features:

— Understanding/Experience of QA testing;
— Understanding/Experience of Project Management;
— Knowledge ITIL, CobIT, or any other IT Management framework.

We care of your:

Health

— Medical insurance/Sport compensation;
— Sport club participation (football, running, basketball or swimming clubs);
— 100% paid sick leaves;
— 20 working days of paid vacation.

Wealth

— Competitive salary and сonstant encouragement for your efforts and contribution;
— Bonuses according to company’s policy;
— Welfare (financial support in critical situation);
— Gifts for significant life events (marriage, childbirth).

Personal and professional growth

— Individual annual training budget with an opportunity to visit paid conferences, training sessions, workshops etc.;
— Free corporate library;
— Opportunity to visit our non-stop internal meetups: open talks, IT Pump, etc. as a participant or a speaker and exchange knowledge;
— A world-class team of T-shaped skilled professionals that share knowledge and support each other.

Leisure time

— Corporate parties and events (Pub Quiz, Carquest, etc.);
— PM Foundation activities (social responsibility events);
— Weekly events aimed at culture, arts, soft skills development.