Lead Sev-1 and Sev-2 incident resolution end-to-end
Design and implement permanent fixes
Build and enhance automation and support tools
Ensure full compliance with contracts and SLAs
Analyze service trends and lead continual service improvement
Act as the owner of client satisfaction and feedback
Translate client needs into technical actions
Lead technical projects across multiple workstreams
Coach and supervise L1 and L2 teams
Requirements
Bachelor's degree in computer science or information technology
Professional certifications, ITIL, Microsoft, or similar
8 plus years of experience in IT services or managed services
English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role
Strong problem management and trend analysis skills
Hands-on scripting and automation experience
Calm leadership during critical incidents
Strong stakeholder and client management skills
Proven project delivery experience
Benefits
A culture of growth: Many of our leaders started in junior roles we believe in investing in our people and growing talent from within
Continuous feedback: We don't wait for annual reviews we believe in real-time coaching and development
Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team
A space for every personality: Love socializing You'll thrive in our lively environment where conversation and connection are key. Prefer quiet focus We've got dedicated Focus Rooms perfect for deep work
Flexible work options: Enjoy up to 6 Work from Home days per month balance that works for you
