Position: L3 Support Lead
Company: Intellias
Experience required: 5y
English level: intermediate

Having automated operational flexibility, data integration and advanced analytics in an accessible, real-time and transparent manner as core values, the client offers a wide spread of client-centric Fin-Tech and e-commerce solutions on global corporate market, actively takes advantage of cutting-edge cloud technologies and has an aim to reimagine corporate trade banking.

The Application & Infrastructure Team is a L2/L3 unit, that is responsible for task-force activities, in response to most deep and complex issues, that cannot be resolved on L1 level, their analysis, resolution and continuous applications, facilities and services improvement and hardening, in proactive, long-term-envisioned and efficient way. The key is business continuity enforcement, historical and potential issue analysis and classification, countermeasure planning, implementation and deployment.

Responsibilities:
- Lead the team of 5-6 Support engineers;
- Handle proper estimations and prioritization of team resources according to the customer needs;
- Report directly to customer management on team results/issues resolution;
- Lead technical SME's during Incident calls;
- Take active part in issue resolution of any complexity, severity or scale;
- Resolve system outages and issues fast, proactively and reliably;
- Deeply Investigate issues;
- Provide extensive root-cause analysis for issues;
- Elaborate issue prevention and mitigation activities;
- Tailor issue solutions to fit business needs in the best possible way;
- Gather and report issue occurrence and resolution statistics;
- Ensure enterprise systems and business continuity;
- Take part in enterprise systems hardening measures;
- Provide consulting activities if required;
- Assist engineering teams in enterprise systems development;
- Assist dev-ops specialist in enterprise systems deployment;
- Review and approve changes to enterprise systems.

Requirements:
- 5+ years of experience as a L2/L3 support specialist;
- At least 2 years’ leadership experience or at least on senior position;
- Bachelor’s or master’s degree in Computer Science or related fields;
- Deep understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
- Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring;
- Strong knowledge of Support activities: Incident management, Problem Management, Triage and Troubleshooting;
- Experience using bug tracking and task management software: JIRA, confluence, etc.;
- Good analytical, problem-solving skills and RCA methodologies familiarity;
- At least one scripting language knowledge is a must;
- Upper-intermediate English level is required;
- Able to efficiently work both single and as a part of a team;
- Result-oriented attitude and ability to work in time-pressing conditions.