Head of L2 Support in FORA, OOO

Let's get acquainted! gives birth to inspiration.

we are improving and improving. Innovation implementation makes us leaders. -weight: 700 "> Important to us:

• Experience in a similar position from 3 years
• Understanding IT infrastructure in retails (POS systems, ERP, WMS, CRM, payment gateways, API)
• Knowledge of the basics Administration of servers (Windows Server, Linux, Basic Skills DevOps)
• Knowledge with MySQL, Postgresql, MS SQL)
• Understanding API protocols (Rest, SOAP) and integration between services
• > Basic possession scripting (Bash, Powershell, Python-for Task Automation)
• Working experience with ITSM/Service Desk (Jira Service Management, Serviceenow, OTRS)
• Possession itil (incident, Problem, Change Manament. /b> at the level of implementation
• Working with SLA, KPI and calculating the efficiency of support service
• Ability to analyze the root causes incidents (Root Cause Analysis, RCA)
• Skills of Coordination of the L2 Engineers Team, Problem Product, Fulfillment Control
• Experience Interactions with Developers (L3), Devops, Business Units
? You will:
• Organize and control the work of the second support line: coordination of the L2 specialists team (second line) and load distribution; control of SLA (Service Level Agreement) and KPI support; interaction with the first line (L1) to optimize the process of escalation of requests; Ensuring prompt solution to complex incidents and requests that could not be solved on the first line
• to process incidents and problems: analysis of complex technical appeals from retail users; identification of systemic problems and initiation of their solution through changes in infrastructure or code; cooperation with the development team (L3) for the diagnosis of bug reposts and identifying ways of their elimination; Analysis of the root causes of the incident and preparation of reports
• Administration and maintain infrastructure: control of servers, databases, API, integration with POS systems, ERP, WMS, CRM, etc.; setting and monitoring of errors, logs, performance of servers and services; maintaining uninterrupted work of critical business processes (eg, product accounting, payment, data synchronization)
• engage in automation and improvement of support processes: optimization of incident processing procedures through scripts, request automation; use and development of internal tools for monitoring and self -diagnosis; ImprovementSelf-help mechanisms for users (FAQ, chatbots, knowledge bases)
• Interesting and diverse projects
• Convenient graph: Mon-Fri , English courses, etc.)