Responsibilities:
Team Leadership
Organize and supervise the work of the Tech-Ops team (Level 2 and/or Level 3 support).
Ensure high-quality service delivery and monitor user satisfaction.
Assign tasks and monitor SLA compliance and incident priorities.
Escalate problems to the appropriate support levels as needed.
Lead escalation and resolution of critical incidents.
Escalate and resolve complex technical issues.
Work with ticketing system (ServiceNow).
Monitor ticket resolution, analyze recurring issues, and propose improvements. Deliver Proactive monitoring and alerting on systems. Perform incident analysis and root cause investigations to ensure long-term stability.
Provide mentorship, coaching, and training for team members.
Evaluate team performance and support professional development.
Cross-Team Communication
Coordinate with system administrators, developers, security teams, and other departments.
Assist in audits and compliance with information security standards
Participate in and deliver IT service implementation projects.
User Support & Communication
Serve as a point of contact for users.
Communicate effectively with users to understand problems and provide timely solutions.
Provide desktop/user support if required.
Process & Documentation & Standards
Maintain documentation and support change management processes (ServiceNow).
Ensure compliance with ITIL or other service management frameworks.
Maintain accurate records of incidents, problems, and resolutions in the ticketing system.
Ensure that technical documentation is maintained to the highest level.
Maintain and update knowledge base articles, user guides.
Prepare regular KPI and SLA reports.
Drive initiatives to improve support quality and operational efficiency.
Knowledge & Expertise
Maintain deep knowledge of IT systems, applications, and tools used within the organization.
Stay up-to-update on new technologies and best practices in IT.
Reporting & Analysis
Manage and deliver metrics and reporting of SLAs and KPIs).
Analyze incident trends and provide reports to management.
Recommend proactive measures to reduce recurring issues.
Security & Compliance
Ensure compliance and adherence to Deloitte security policies and procedures, including (ISO 27001, 27701.)
Technical Support & Troubleshooting
Diagnose and troubleshooting complex problems across various platforms (Windows, mobile devices, etc.)
Provide advanced technical support for hardware, software, and network issues.
Monitor, maintain, and optimize on-premises and cloud-based servers (Windows/Linux), virtualization platforms (VMware, Hyper-V), and networking systems.
Support cloud environnements (Azure, Google Cloud).
Develop and maintain scripts (PowerShell) to automate operational tasks.
Configure and manage access policies (Active Directory, IAM tools).
Administer user accounts (e.g., Active Directory, Microsoft 365). Support access management and user account provisioning/deprovisioning.
Administer backup solutions and disaster recovery plans (Veeam).
Provide technical guidance and mentorship to junior team members.
Participate in infrastructure planning and architecture discussions.
Manage and troubleshoot networking hardware (Cisco).
Personal Qualities:
Ability to inspire and organize a team.
Skills in task delegation and time management.
Excellent interpersonal and Communication skills and the ability to communicate effectively with users, the team, and management.
Ability to prioritize tasks effectively and work in a multitasking environment.
Capability to respond quickly to critical situations and make decisions under pressure.
Languages:
English, Russian
Professional Requirements:
Education: Higher education in a technical field (e.g., IT, computer science, engineering).
Work Experience:
At least 3 years of experience in an IT Ops Lead or similar role.
Experience working in distributed infrastructures and/or large enterprise environments.
Demonstrable experience in managing a technical support team.
Experience in managing a technical support team.
Experience with ticketing systems (e.g., Jira, ServiceNow.
Experience with monitoring systems.
Participation in migration, modernization, and deployment projects.
Strong understanding of ITIL or similar IT service management frameworks, including incident, problem, and change management processes
Proficiency in backup management, antivirus protection, software updates, and patch management.
Technical proficiency (operating systems configuration, network connections, software).
Hands-on experience with virtualization platforms (VMware, Hyper-V) and cloud services (GCP, Azure – preferred).
Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, Firewall, NAT, VLAN.
Scripting skills for task automation (Bash, PowerShell, etc.).