Team Lead L1/L2 Support (Incident Team)Requirements * Experience: 4–6+ years in Incident Management, NOC, or Production Operations (high-load distributed systems). * Leadership: Proven track record of managing L1/L2 teams and scaling 24/7 shift-based operations. * Expertise: Deep knowledge of ITIL (Incident, Problem, Change), severity models (P1—P4), and escalation frameworks. * Technical Stack: Hands-on with Grafana, New Relic, Zabbix, and ticketing systems like Jira Service Management. * Soft Skills: High-pressure decision-making, executive-level communication, and a “no handoffs without accountability” mindset. * Background in high-load sectors like Fintech or Gambling is required
Responsibilities * 24/7 Operations: Own round-the-clock monitoring, detection, and triage to guarantee strict SLA/KPI adherence. * Team Management: Define shifts and on-call schedules; train the team on runbooks and incident standards. * Incident Execution: Act as the senior escalation point for P1/P2 incidents, coordinating between DevOps, Backend, and Infra teams. * Monitoring Quality: Refine alerting to ensure signals are actionable, non-duplicate, and high-quality. * Communication: Deliver structured, timely updates to stakeholders and ensure clear impact visibility. * Post-Incident Follow-through: Ensure proper documentation, incident closure, and tracking of RCA action items.
Nice to Have * Experience with PagerDuty. * Advanced experience in structured ITIL environments.
Our Offer: * Flexible work setup — work remotely or from the office, we focus on results, not location; * Support for a comfortable work environment — we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine; * Unlimited vacation and sick leave, because we trust our people to manage their time responsibly; * Relocation support for team members who want to move; * Regular performance-based bonuses that reward individual and team impact; * Learning support — we cover 50% of professional courses and development programs; * Language & wellbeing support — we cover 50% of English classes and psychological consultations; * Career growth opportunities — we prioritize internal promotions and development; * Team culture that actually feels like one — regular gifts, company merch, and team events throughout the year; * Real impact — we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.
