Position: IT Operations Coordinator (Service Desk Lead), ID 65654
Company: SoftServe
Category: Sysadmin
Experience required: 3y
English level: intermediate

WE ARE
SoftServe isn’t just about technology — it’s about open-minded people who love technologies and have everything they need to pursue their passion to create innovation. We are about people who create bold things, who make a difference, who have fun, and who love their work.
Infrastructure & Operations team is looking for an IT Operations Coordinator to join a community of brave and enthusiastic professionals who works shoulder to shoulder on the support of core corporate services and processes.

YOU ARE
• Experienced (3+ years) in management of a small team (at least 3-5 people)
• Possessing 5 years of experience in administering computer systems
• Understanding ITIL Lifecycle approach and Transition, Operational processes
• Aware of NOC, SOC, DevOps concepts and principles
• Having a concept of software development company functioning (Desirable)
• Demonstrating an intermediate level of knowledge in different IT infrastructure areas (networking, OSes, Microsoft products, telephony)
• Pretty knowledgeable of centralized monitoring systems (Zabbix, Nagios, etc.)
• Demonstrating strong communication, problem-solving and analytical skills
• Skilled in coaching and supervising
• Client-oriented, proficient in documentation and reporting
• Having at least an intermediate level of English (higher level will be considered as a strong advantage)
Ready for working under pressure and in different environments:
• From home or from the office
• In 24*7 shifts

YOU WANT TO WORK WITH
• Taking overall responsibility for leadership, control, and decision-making during the shift period
• Coordinating all activities of one shift of Infrastructure and Operations team
• Acting as line manager for all operations engineers on his/her shift
• Liaising with the other shift leader(s) to ensure handover, continuity, and consistency between the shifts
• Scheduling and assigning tasks to subordinates in accordance with the workload, tracking the progress, and providing feedback
• Coordinating operational tasks (Service Requests and Incidents) between Infrastructure and Operations team directions
• Ensuring that all operational activities are satisfactorily performed within agreed timescales and in accordance with company policies and procedures
• Helping team members in understanding IT processes, coordinating all documentation activity related to operational tasks
• Maintaining Operations team knowledge base
• Reporting to IT Operations Manager regarding the issues that appear during the shift
• Event, Change, Problem, and Configuration Management processes

TOGETHER WE WILL
• Support your technical and personal growth
• Takу part in internal and external events
• Givу you access to experienced specialists willing to share their knowledge
• Show you our casual atmosphere — no dress code
• Carу about your individual initiatives — we are open for them, just come and share your ideas