Position: Operations Supervisor
Company: Attractor AI
Category: Support
Experience required: 5y
English level: upper
Published: 2020-09-01T00:00:00+03:00

The Operations Supervisor is a hands-on role providing technical production operations support as well as building the technical support knowledgebase. Additionally, over the next year, the Operations Suprervisor will help to build and lead technical operational support groups (NOC). This role is expected to actively contribute to growing and maturing operations processes and support procedures and assuring efficient resolution of production issues.

**Requirements**
● 4-6+ years experience in Operational support role (2nd, 3rd lines/tiers of support)
● Experience in fault diagnosis/troubleshooting of enterprise systems
● Basic SQL skills
● Experience using Powershell tools
● Experience in using Service Desk software (e.g. Salesforce ServiceCloud, ZenDesk, Jira
ServiceDesk, PagerDuty)
● Experience documenting operational issues with supporting process documentation
● Ideally, experience with managing/coaching support engineers

**We offer**
● Competitive salary
● Modern office near the city center
● Informal and friendly atmosphere
● The ability to focus on your work: a lack of bureaucracy and micromanagement
● Flexible working hours (start your day between 9:00 and 11:30)
● Ability to combine remote and work in the office
● Paid vacation (24 working days) and sick leaves

**Responsibilities**
● Provide technical investigation and diagnosis of production issues for Support Tiers 2-4 using various monitoring tools and system components
● Own incidents/requests for technical operations from ticket creation to
resolution/fulfillment/closure
● Convert lessons learned from incidents into playbooks and knowledgebase articles
● Communication with the Client Support team (Tier 1), keeping them informed of incident/request progress, notifying them of impending changes or potential impact, possible mitigations, etc.
● Escalate and manage incidents/requests that cannot be resolved/fulfilled within agreed SLAs or can not be solved with existing technical instruments to development teams (4th line of support)
● Escalate and report on incidents/service requests that have or potentially may have a high business impact (whether customer-facing or revenue impacting)
● Report and follow up with Tier 4 development teams on open issues and tracking resolution of incidents raised
● Hold post-mortem sessions and track/follow up on action items agreed with all parties
● Host weekly status calls to report on incidents and other operational initiatives
● Participation in continuous improvement of support/operations processes
● Onboarding of support engineers to the support team (2nd and 3rd line of Technical support as well as NOC team) as user volumes grow