Position: Technical Support Manager
Company: TEAM International
Category: Sysadmin
Experience required: 5y
English level: upper
Published: 2020-02-01T00:00:00+02:00

TEAM International is looking for an experienced System Engineer to fill the position of Technical Support Manager to lead a client support team in our Kharkiv office.

Job Requirements:
•	1 to 2 years in team lead, head of technical support department or similar role
•	At least 2 years of work in client support area
•	At least 5 years of engineering experience
•	English – Advanced
•	Must be client service oriented. This is client facing position.

You will be primarily responsible for:
•	Management of 8 to 12 people group
•	Ensure Severity 1, 2, 3 tickets handled timely and properly
•	Participate client call as a L3 escalation point to troubleshoot issues and identify next steps until the resolution
•	Work with QA, DEV, DBA and SRE peers to properly escalate and resolve tickets
•	Participate client calls to answer general technical questions
•	Ensure infrastructure SLA meet defined requirements
•	Ensure tickets are timely updated, escalated and not hung-up with engineers
•	Coordinate DRP tests and report results to management team
•	Coordinate Backup & Restore tests and report results to management team
•	Make sure that infrastructure 100% monitored by existing monitoring systems
•	Make sure that engineers proactively handle WARNING alerts from monitoring system
•	Make sure that engineers efficiently handle CRITICAL alerts from monitoring system
•	Track and eliminate security issues
•	Timely provide security, backup, DR and infrastructure health reports to the management team
•	Participate interview sessions with candidates for SRE position
•	Ensure that all engineers aware, understand and follow procedures, policies and processes arranged in department
•	Responsible for clearing tasks queues and making sure that there is not backlog.

We offer:
•	Competitive salary based on your experience level
•	Full-time work schedule
•	Friendly and trustful atmosphere
•	Professional and career growth opportunities
•	Big goals, challenging work and meaningful feedback
•	Opportunity to work and communicate directly with the customers
•	Your health support via compensation of sports activities, vacation policy and private medical insurance
•	Free English classes
•	Modern and comfortable office in the city-center
•	Leisure activities in the office
•	Bike parking zone