Support Team Lead
Responsibilities
- Own day-to-day support operations for enterprise applications hosted on Windows Server and IIS
- Act as the primary escalation point for complex incidents and cross-system issues
- Lead incident response, root cause analysis, and post-incident reviews
- Coordinate on-call and after-hours support activities
- Work side-by-side with development teams on releases, upgrades, and production issues
- Lead and mentor the support team, providing technical guidance and prioritization
- Define, implement, and continuously improve SLAs, severity models, and escalation procedures
- Ensure clear and effective communication with stakeholders during incidents and changes
- Maintain strong documentation and knowledge-sharing practices
- Oversee monitoring, alerting, and proactive issue prevention
- Produce regular operational and service performance reports
- Drive continuous improvement and automation initiatives
- Operate effectively in structured, compliance-aware environments
Requirements
- Windows Server 2012 / 2016 / 2019 administration
- Upgrade experience: 2016-2019, 2019-2022
- Advanced IIS administration (sites, app pools, SSL, auth, tuning)
- IIS-hosted .NET application support
- Microsoft SQL Server administration and upgrades (2019 - 2022)
- Active Directory integration
- Monitoring and alerting tools
- Multi-system integrations experience
- English Level-B2+ (professional working proficiency)
Nice to have
- CI/CD exposure
- ITSM tools (e.g. ServiceNow)
- PowerShell automation
- Modernization experience
We offer
- Competitive compensation
- Remote work
- Flexible working hours
- Healthcare benefits: medical insurance and paid sick leave
- High standards of work and service
- Dedicated and passionate team
- Opportunity to contribute to company processes and success
