Job VC
Team Lead L1/L2 Support (Incident Management)
Technologies
Description
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.
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.