Level 2 - IT Support Team Lead

Duties:

• Build, mentor, and lead a high-performing NOC team.
• Oversee daily NOC operation: supervise NOC team, providing guidance and support on complex cases.
• Participate in new employees onboarding.
• Develop training programs for new NOC staff and ongoing training for existing team members.
• Improve existing and develop new standard operating procedures for incident response, escalation and resolution.
• Lead incident response efforts during critical outages or service disruptions, coordinating with internal or external teams and stakeholders.
• Monitor team performance metrics and prepare regular reports for management on NOC operations.
• Identify areas for improvement within the team's workflows.
• Evaluate existing processes and tools used by the NOC team, recommending enhancements to improve efficiency and effectiveness.

Requirements:

• 5+ years of experience in IT;
• 2+ years of experience in leadership positions;
• Proven experience in a NOC environment or similar technical support role;
• Strong leadership skills;
• Strong communication and reporting skills;
• Structured, process-oriented and business-oriented;
• Excellent problem-solving abilities and a proactive approach to incident management;
• Ambition to learn new systems, procedures, techniques in a short period of time;
• Self-learning ability, self-motivated and team player;
• Experience working with logging, monitoring and alerting tools (e.g. ELK stack, Grafana, PagerDuty, DataDog, Prometheus, Coralogix);
• Willingness to work in a shift schedule (on demand);
• Proficiency in English and Russian;
• Experience with SQL (nice to have);
• Experience working with iGaming industry products (nice to have).