Position: Service-Operations Team Leader
Company: Aspire Global
Experience required: 3y
Category: Support
English level: upper
Published: 2020-01-01T00:00:00+02:00

Responsibilities:

• End to end ownership on all production incidents — last tier in the cycle
• Maintain open and frequent communication with the customers
• Manage critical incidents during on and off hours
• Recruit and train Service-Ops engineers
• Prioritize daily incidents and tasks
• Investigate, find root cause, escalate and track bugs to R&D
• Keep up to date with company’s tech development and be a technical focal point for various departments in the company
• Meet agreed SLA levels per customer.
• Interface with various departments in the company including R&D, Product, QA, Projects and more.

Requirements:

• Experience in advanced support position (Tier 3/4) — Must
• Bachelor’s technical degree (or similar) — Must
• 24/7 availability for escalations and handling critical production incidents — Must
• Strong understanding of web and web-related technologies — Must
• Strong troubleshooting and investigation skills — Must
• Experience in leading NOC or advanced Support team — Advantage
• Knowledge of ITIL practices — Advantage
• Knowledge of Application lifecycle and CI/CD practices — Advantage
• Experience with centralized logs solutions (SPLUNK, Logz.IO, LogStash, etc.)
• Experience with application monitoring solutions (New Relic, DynaTrace, AppDynamics, etc.)
• Ability to read and understand C/S code (.NET, JS, etc.)
• Ability to read and understand SQL stored procedures
• Service-oriented
• Driven, Motivational , Hands-On and Responsible

What we offer:

• High-level compensation and regular performance based salary and career development reviews;
• Medical insurance (health), employee assistance program;
• Paid vacation, holidays and sick leaves;
• Sport compensation;
• English classes with native speakers, trainings, conferences participation;
• Referral program;
• Team buildings, corporate events.