Team Lead L1/L2 Support (Incident Management)

We are looking for a Team Lead to own our 24/7 monitoring and incident response operations. If you know how to turn “everything is on fire” into a structured recovery process and build high-performing support teams — let’s talk!

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.