Head of the L2 support team, Lead in Nova Digital

Not just code, but your impact on millions of Ukrainians!

Nova Digital isthe technological heart of the NOVA ecosystem, where your code becomes part of the daily life of the entire country.

About the scale of our services:
• 50+ million requests pass through our systems every day
• 10+ million active users rely on our solutions

We build more than just a product — we create a technological infrastructure that connects people, businesses and opportunities almost all over the world.

We are a team that is the heart of a logistics company. Our area of responsibility includes part of the Core monolith and several critical microservices.

What you will do as a Support Team Leader:

1. Leadership and coordination:
   • Leading and coordinating the work of the international technical support team (10+ specialists).
   • Providing support for key international markets (in particular, the USA and Europe) taking into account regional time zones and local business features.
2. Organizing technical work:
   • Organizing the effective work of the team areas:
     • Operational information systems (including CORE systems).
     • Client services (mobile application, website, business office).
     • Integration platforms (API, middleware, interaction services).
   • Ensuring high-quality and timely support for 2nd line requests, escalations and technical incidents.
   • Ensuring effective interaction with the 3rd line of support (development teams) and related technical units for prompt resolution of critical incidents.
3. Management of processes and quality:
   • Management of team priorities and workload, control of SLA and support quality standards.
   • Formation and optimization of support processes, participation in the improvement of tools and approaches.
   • Preparation of reports and analytics on the work of the team, key metrics and results.
4. Development of the team and knowledge:
   • Development of the team: adaptation, mentoring, identification of growth areas, conducting evaluations.
   • Creation and management of an effective Knowledge Management system and ensuring the relevance of the knowledge base (QV) team.
   • Collaborate with product and development teams to analyze incidents and problems, and plan improvements and changes.

Your ideal profile:
Must-have
 

• 3+ years of technical support experience (L1/L2/L3).
• Experience of managing teams from 10employees.
• Deep understanding and experience in diagnosing complex problems in distributed IT systems. Ability to read and interpret system and service logs.
• Experience with Service Desk / ITSM tools.
• Practical experience implementing or significantly improving Incident, Problem and Change Management processes.
• Understanding software development processes

Communication and leadership (Soft Skills):
 

• English language - not lower than B2. Confident spoken and written English for negotiations and technical communication with international teams and partners.
• Developed analytical and communication skills, ability to make decisions and take responsibility.

Nice-to-have:
 

• Experience in the field of logistics or e-commerce.
• Experience of implementing or optimizing support processes.
• Availability of ITIL Foundation certification or proven experience of applying ITIL approaches in practice.

Why experts from various fields work with us

Technologically:
 

• Highly loaded systems with real scaling challenges
• Modern stack and technological freedom solutions
• Opportunity to influence the architecture of products used by millions

Professional:

• Mentoring from experienced seniors enterprise-solutions
• Together we build innovations that work for millions

Ideological:

• A product that changes the country is not just another startup
• Here teams become drivers of technological change

Benefits:

• Compensation of additional costs related to work tasks are carried out according to internal policies companies
• Voluntary health and life insurance
• Corporate discounts from NOVA partners
• Mental health support. The possibility of free consultations with a corporate psychologist
• Social responsibility and the "Ones for Ones" volunteer movement
• Clubs based on interests: running, chess and other initiatives for inspiration
• Social vacations and compensation in accordance with the Labor Code of Ukraine.
• The next step is yours.

We are waiting to meet you - all that remains is to receive your resume.