L1 Team Lead

Business Development Kyiv, Ukraine


Description

Position at Parimatch Tech

We are a highly successful Company with great ambitions. We operate on a very competitive market so every day we are looking for opportunities to be better. To be faster. Even faster. Never stand aside and never afraid to try. Having a lot of ideas we are very open to fresh ones. Equally important, we have the resources to bring these into motion.

Your challenges:

  • Manage L1 team and coordinate L1 function execution company-wide;
  • Design and implement L1 support strategy. Revise it on a regular basis with a continuous improvement approach;
  • Find and hire L1 support engineers and problem managers;
  • Manage incidents and problems of products for end- and internal users;
  • Improve and optimize Incident/Problem management process with a focus on efficiency: TTR decrease, SLA adherence, Customer Satisfaction, etc.;
  • Focus on the creation of proactive monitoring with stakeholders. Manage and excel usage of monitoring toolkit;
  • Create support documentation for production services;
  • Act as Business incident management evangelist and engaging cooperation with L2\L3;
  • Make clear reporting of service and product metrics & KPI for the business and product teams.

We invite those who:

  • Fired up to influence product development and product quality;
  • Skillful people manager and conflict solver;
  • Never shies away from a challenge;
  • Like to use cutting edge technologies;
  • Take responsibility for your decisions and actions;
  • Great team player;
  • Highly effective in a dynamic environment with multiple, changing priorities;
  • Stress-resistant and able to conduct high pressure;
  • A positive person with a great sense of humor;
  • Always demonstrate can-do and strive for a better attitude.

Essential professional experience:

  • Minimum 1-2 year experience in the same position or experience technical support;
  • Experience in managing of 10+ team members;
  • High level of proficiency with Jira, Confluence or other tracking systems;
  • Excellent communication skills (both written and verbal) is a must;
  • Analytical and problem-solving skills;
  • Intermediate level of English or higher;
  • Ability to handle multiple tasks and prioritize on an ongoing basis, self-time management;
  • Understanding of SDLC;
  • Knowledge of Agile methodology.

Desirable skills and personal features:

  • Understanding/Experience of QA testing;
  • Understanding/Experience of Project Management;
  • Knowledge ITIL, CobIT, or any other IT Management framework.

We care of your:

Health

  • Medical insurance/Sport compensation;
  • Sport club participation (football, running, basketball or swimming clubs);
  • 100% paid sick leaves;
  • 20 working days of paid vacation.

Wealth

  • Competitive salary and —Āonstant encouragement for your efforts and contribution;
  • Bonuses according to company’s policy;
  • Welfare (financial support in critical situation);
  • Gifts for significant life events (marriage, childbirth).

Personal and professional growth

  • Individual annual training budget with an opportunity to visit paid conferences, training sessions, workshops etc.;
  • Free corporate library;
  • Opportunity to visit our non-stop internal meetups: open talks, IT Pump, etc. as a participant or a speaker and exchange knowledge;
  • A world-class team of T-shaped skilled professionals that share knowledge and support each other.

Leisure time

  • Corporate parties and events (Pub Quiz, Carquest, etc.);
  • PM Foundation activities (social responsibility events);
  • Weekly events aimed at culture, arts, soft skills development.