Product Support Lead in Uklon

Uklon-a product IT company that develops a leading RODD-HAILING SERVICE. Every day a powerful UKlon team pumps one of the largest infrastructures in the Ukrainian market and beyond, providing the interaction of drivers and rider. We create a Highload product by which ambitious technological challenges are hidden, Continuous innovations and non -obvious moves. Our work framework is to test new hypotheses, to burn your ideas and to use the last stack of technology. -Style: Inherit; Support Lead

Hiring PROCESS: Dating and Technical Meeting.

What we offer for this role:

• To head the expert team that has an impact on the quality of all products of UKLON in all countries of expansion
• Ability to pump up your skillSet in working with expert committee Uklon
• You will grow together with a leading technological company that is a national leader in the field of ROD-HIVING SERVICES AND Equally competing with the world giants
• Regular Performance & Salery Review
• Company Culture in which everyone is significant and valuable and has an impact on processes

how you can influence Company Development:

• Manage the Team and Support Processes
• Develop and implement the best practices of managing support for support
• Develop and implement products support strategies
• Provide priorization and escalation of appeals
• Collaborate with Product Commands and Customer Care to improve the product based on support
• To ensure client orientation in request processing
• Analyze Support Metrics and identify trends to improve processes
• Develop, improve and support command metrics
• Provide the required level of qualification and motivation Commands
• control the observance by engineers of procedures, politicians and processes agreed in the company
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Challengi for 6 months:

• Implementation of the developed strategy According to the implementation plan
• Positive Fidbeks according to the results of 360 from the team and managers of adjacent teams
• Suggestions of changes aimed at improving efficiency

To achieve results, you will need:

• From 3 years of experience in management of engineering support teams and 5+ years of support experience in support
• Team Management Experience from 10+ Specialists
• Knowledge and practical experience in managing incidents, escalation and SLA
• Experience in the scale/transformation of teams
• Experience in creating and implementing new processes and procedures
• Experience with Monitoring and Alerting Tools
• Experience with Devops, CI/CD will be an advantage


How do you regulate your working time? FONT-Weight: 400 "> You can plan your work schedule on your own, however, to be effective,
we have a mandatory joint working time-business hours, from 11:00 to 16:00 < Li style = "font-style: normal; FONT-Weight: 400 "> 20 Days Off on Personal Needs and 10-due to illness (with reward)

• Day Off on your birthday as a gift of the company
• Day Off for blood donation