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