Position: Head of Service Management
Company: True Label
Experience required: 5y
Category: PHP
English level: intermediate
Published: 2021-10-01T00:00:00+03:00

As Head of Service Management you will build from scratch and manage a service management organization responsible for operating B2B platform software solutions. Your organization will provide reliability, best in class incident, problem and change management resulting in transparent expectations and service continuity for our B2B customers. You will also build an L2 Technical Support team to provide outstanding technical support to our customers.

What you will be doing:
- Design from scratch, build and lead Service Management organization operating B2B and B2C software solutions
- Define operation SLA metrics and acceptable levels, sign them off with customers and assure SLA compliance while operating software solutions
- Establish incident, problem and change management processes to provide transparency and resolution predictability for stakeholders and customers
- Manage production incidents resolution 24/7 within the SLA agreements, conduct root cause analysis and drive follow up actions to completion
- Collaborate with Engineering and Product Management to provide simple high-quality solutions for problems
- Design, build and lead L2 Technical Support organization, define and supervise L1-L2 / L2-L3 interaction flows to provide rapid and high-quality post-release technical support
- Design, author and maintain L2 Technical Support knowledge base
- Design, build and lead Release Management service to streamline the release process and deliver durable high-quality releases in time
- Lead and mentor teams of Release managers, Service Reliability Engineers and L2 Technical Support agents to provide reliable, continuous and outstanding operation service to our customers
- Redesign and build infrastructure monitoring system
- Build and automate a set of online IT Ops services for in-house users

What you have:
- 5+ years in software production and operation industry
- 2+ years managing infrastructure operations for high-load software products including production releases rollouts
- 1+ years managing Technical Support organization or being a Tech Support agent
- Strong business judgment and decision-making skills; ability to identify and articulate the fastest and simplest incident solution
- Intermediate written and verbal English or higher

Nice to haves:
- University degree level in computer science or another technology equivalent
- AWS experience and/or certification
- ITIL/ITSM Certification
- Software developer experience (any tech stack)

Our infrastructure tech stack:
- AWS: EC2, VPC, S3
- OKD 4.6, Vault, Keycloak, Tekton Pipelines, Helm, Buildah
- Linux, PHP, MySQL, Mongo, RabbitMQ, Redis
- Zabbix, ELB

What we offer:
- Numerous challenges where your skills will be put to good use! We encourage innovation, independence and celebrate success where you will be part of an ambitious, fast-paced and exponentially growing company
- Unique opportunity to build and lead your own service management organization
- Cozy office environment near Pecherska station
- 5/2 workdays with flexible day start time
- 24 vacation days, 5 days off and paid sick-leaves
- Fruit-days on Mondays
- Online and offline corporate events