Support Team Lead (L2)

Vacancy details
ITSM
Technical Support Lead
Lead
Croatia, 
Germany, 
Poland, 
Portugal, 
Spain, 
Ukraine
Remote

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space. 
A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services. 

What you will do

  • Lead the 24/7 support team of 11-14 Support engineers; 
  • Handle proper estimations and prioritization of team resources according to the customer needs; 
  • Report directly to customer management on team results/issues resolution; 
  • Lead technical SME’s during Incident calls; 
  • Take active part in issue resolution of any complexity, severity or scale; 
  • Resolve system outages and issues fast, proactively and reliably; 
  • Deeply Investigate issues; 
  • Provide extensive root-cause analysis for issues; 
  • Elaborate issue prevention and mitigation activities; 
  • Tailor issue solutions to fit business needs in the best possible way; 
  • Gather and report issue occurrence and resolution statistics; 
  • Ensure enterprise systems and business continuity; 
  • Take part in enterprise systems hardening measures; 
  • Provide consulting activities if required; 
  • Assist engineering teams in enterprise systems development; 
  • Assist dev-ops specialist in enterprise systems deployment; 
  • Review and approve changes to enterprise systems. 

What you need for this

  • 5+ years of experience as a L2/L3 support specialist; 
  • At least 2 years’ leadership experience; 
  • Bachelor’s or master’s degree in Computer Science or related fields; 
  • Deep understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.; 
  • Strong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuring; 
  • Strong knowledge of Support activities: Incident management, Problem Management, Triage and Troubleshooting; 
  • Good practical knowledge of Unix/Linux;
  • Good TCP/IP knowledge;
  • Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc);
  • Experience with REST API will be a plus;
  • Understanding of CI/CD process and implementation experience; 
  • ITIL will be a benefit; 
  • Experience using bug tracking and task management software: JIRA, confluence, etc.; 
  • Good analytical, problem-solving skills and RCA methodologies familiarity; 
  • Excellent command of English, both spoken and written; 
  • Able to efficiently work both single and as a part of a team; 
  • Result-oriented attitude and ability to work in time-pressing conditions;
  • Empathy, psychology and trusted communication building skills.

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

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