Lead SRE in Raiffeisen Bank Ukraine

Raiffeisen Bank is the largest Ukrainian bank with foreign capital. For over 30 years, we have been creating and developing the banking system of our country. At Raiffeisen, more than 5,500 employees work, including one of the largest product IT teams, which consists of over 800 professionals. Every day, we work hand in hand so that more than 2.7 millions of our clients can receive quality service, use the bank's products and services, and develop their businesses because we are #Разом_з_Україною.Your future responsibilities:Lead and Manage the Level 2 Support Team (Supervise and mentor a team of technical support engineers)To be on-call with team 24/7Handle high-priority escalations from customers and other departments, ensuring rapid resolution of technical issuesTrack key performance indicators (KPIs) related to customer support, including response times, resolution rates, and customer satisfaction metrics. Prepare reports for upper managementCustomer Feedback: Gather and analyze customer feedback to identify trends, recommend improvements, and ensure continuous improvement in service qualityOversee the use of customer support tools and systems, ensuring they are fully optimized to meet the team's and customers' needsConduct regular training sessions for the support team on product updates, troubleshooting techniques, and customer service best practicesStay current with the company's product knowledge and technical skills required to resolve complex issues. Provide guidance and expertise to the support team on difficult technical problemsWork closely with product development, L3 support, and other teams to resolve issues, address feedback, and improve product performanceDevelop, document, and enforce best practices for troubleshooting, escalation management, and support workflows. Continuously assess and improve the efficiency of the teamYour skills and experience:3+ years of experience in technical support or IT roles2+ years in a leadership/management positionAbility to manage and lead a team in a fast-paced, technical environmentAbility to work collaboratively across departments and with customersEnglish language not lower than B1Analytical mindset, with a focus on KPIs, reporting, and process improvementExcellent customer service and communication skills, both written and verbalWould be a big plus:Work experience in Linux\Unix environmentExperience with SQL-like command languageExperience with KubernetesBasic knowledge about CI/CD practices and vendors (GitHub Actions, GitLab CI, Jenkins, Bitbucket pipelines, etc)Basic knowledge about Configuration as Code approach and tooling like Ansible, AWX, etcBachelor's degree in Computer Science or a related fieldExperience with JIRA, Confluence, etcBasic knowledge of IaC approach and related tooling like Terraform, Terragrunt, etcBasic knowledge about virtualization (VMWare, etc), containerization (Docker), and orchestration (Kubernetes)Experience with On-premise systems and self-managed infrastructuresWe offer what matters most to you:Competitive salary: we guarantee a stable income and annual bonuses for your personal contribution. Additionally, we have a referral program with rewards for bringing in new colleagues to Raiffeisen BankSocial package: official employment, 28 days of paid leave, additional paternity leave, and financial assistance for parents with newbornsComfortable working conditions: possibility of a hybrid work format, offices equipped with shelters and generators, modern equipment. Classification: PUBLICWellbeing program: all employees have access to medical insurance from the first working day; consultations with a psychologist, nutritionist, or lawyer; discount programs for sports and purchases; family days for children and adults; in-office massagesTraining and development: access to over 130 online training resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. Corporate library and English lessons Great team: our colleagues form a community where curiosity, talent, and innovation are welcome. We support each other, learn together, and grow. You can find like-minded individuals in over 15 professional communities, reading clubs, or sports clubsCareer opportunities: we encourage advancement within the bank across functionsInnovations and technologies: Infrastructure: AWS, Kubernetes, Docker, GitHub, GitHub actions, ArgoCD, Prometheus, Victoria, Vault, OpenTelemetry, ElasticSearch, Crossplain, Grafana. Languages: Java (main), Python (data), Go (infra, security), Swift (IOS), Kotlin (Android). Data stores: Sql-Oracle, PgSql, MsSql, Sybase. Data management: Kafka, AirFlow, Spark, FlinkSupport program for defenders: we maintain jobs and pay average wages to mobilized individuals. For veterans, we have a support program and develop the Bank's veterans community. We work on increasing awareness among leaders and teams about the return of veterans to civilian life. Raiffeisen Bank has been recognized as one of the best employers for veterans by ForbesWhy Raiffeisen Bank?Our main value is people, and we support and recognize them, educate them and involve them in changes. Join Raif's team because for us YOU matter!One of the largest lenders to the economy and agricultural business among private banksRecognized as the best employer by EY, Forbes, Randstad, Franklin Covey, and Delo.UAThe largest humanitarian aid donor among banks (Ukrainian Red Cross, UNITED24, Superhumans, СМІЛИВІ)One of the largest IT product teams among the country's banks One of the largest taxpayers in Ukraine; 6.6 billion UAH were paid in taxes in 2023Opportunities for Everyone:Raif is guided by principles focused on human development and the well-being of 5,500 employees and over 2.7 million clientsAt Raif, we support principles of diversity, equality, and inclusivityWe develop programs to support defenders. You matter at Raif! Want to learn more?You matter at Raif!Want to learn more? Follow us on social media:Facebook, Instagram, LinkedIn Show more Show less Посадовий рівень Старший середній рівень Типemployment Full time Job duties Engineering and Information Technologies Industries Non-profit organizations and Primary and secondary education