• Lead Sev-1 and Sev-2 incident resolution end-to-end.
• Design and implement permanent fixes.
• Build and enhance automation and support tools.
• Ensure full compliance with contracts and SLAs.
• Analyze service trends and lead continual service improvement.
• Act as the owner of client satisfaction and feedback.
• Translate client needs into technical actions.
• Lead technical projects across multiple workstreams.
• Coach and supervise L1 and L2 teams.

Requirements

• Bachelor's degree in computer science or information technology.
• Professional certifications, ITIL, Microsoft, or similar.
• 8 plus years of experience in IT services or managed services.
• English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role.
• Strong problem management and trend analysis skills.
• Hands-on scripting and automation experience.
• Calm leadership during critical incidents.
• Strong stakeholder and client management skills.
• Proven project delivery experience.

Benefits

• A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
• Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
• Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.
• A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
• Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.