Team Lead, IT Infrastructure & Support

Operations and Reliability

• Ensure the availability of internal services in accordance with agreed-upon SLAs.
• Manage incidents: prioritization, escalation, stakeholder communication, and post-mortems.
• Practice problem management: address the root causes of recurring incidents rather than just the symptoms.
• Oversee user support—from onboarding and granting access rights to resolving Tier 2 and Tier 3 support tickets.
• Provide direct user support when necessary.
• Ensure the operational functionality of company offices.
• Manage the inventory, distribution, and collection of hardware for employees.

Infrastructure Development

• Maintain an infrastructure improvement roadmap and advocate for priorities to management.
• Proactively identify bottlenecks and propose solutions—do not wait for top-down directives.
• Prepare business cases (defining the problem, options, costs, and risks) and implement approved solutions.
• Automate routine tasks, such as access provisioning, standard service requests, and reporting.

Team Management

• Distribute workloads among 3 engineers; manage on-call schedules and rotations.
• Conduct 1:1 meetings, set goals, provide feedback, and foster the professional growth of engineers.
• Participate in the hiring process: candidate screening, technical interviews, and onboarding new hires.
• Eliminate the "bus factor" by maintaining documentation and ensuring cross-functional knowledge so that no single person is the sole repository of critical information.

Processes and Control

• Keep documentation, runbooks, and the knowledge base up to date.
• Manage changes: plan maintenance windows, handle rollbacks, and coordinate communications.
• Oversee backups, disaster recovery, and basic information security requirements within your scope.
• Manage relationships with vendors and contractors; monitor licenses and expenses.

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world