Руководитель группы экспертной технической поддержки

Cloud.ru • Russian: C1 • Bachelor's Degree • 14 days ago
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≈ $21k – $42k per year (Estimated)
Location
Remote (EAEU)
Seniority
Architect
Employment
Full-Time
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Cloud.ru

Cloud.ru is a major Russian provider of cloud services and artificial intelligence solutions, formerly operating under the name SberCloud. The company offers full-stack infrastructure and platform tools (IaaS, PaaS, and machine learning environments) to support enterprises, startups, and developers across various industries. Operating through robust Tier III data centers, it delivers high-performance compute resources, managed cloud products, and enterprise-grade security compliance.
cloud.ru • HQ: Moscow, Russia • Artificial Intelligence • Data Centers • Cloud Computing • 1001-5000 employees

На этой позиции тебе предстоит:

  • Управление командой поддержки- распределение задач, контроль их выполнения
  • Разработка стандартов и процедур работы Направления
  • Анализ метрик (время реакции, удовлетворённость клиентов, нагрузка на сотрудников) и отчётность руководству
  • Формирование и общее руководство командой инженеров
  • Обеспечение эксплуатационных процессов
  • Участие во внедрении процессов управление инцидентами, изменениями, проблемами
  • Формирование мотивационной программы для сотрудников подразделения
  • Организация мероприятий по развитию жестких и мягких навыков инженеров Направления
  • Работа с эскалациями и жалобами пользователей;
  • Автоматизация рутинных задач отдела.

Что мы ждем от кандидата:

  • Высшее техническое образование
  • Опыт работы в IT-поддержке (L2-L3), понимание ITIL-процессов
  • Навыки управления командой (15+ человек)
  • Аналитическое мышление, умение работать с KPI
  • Клиентоориентированность/Клиентоцентричность

Технический навыки:

  • Знание основных компонентов OpenStack
  • Навыки диагностики и решения проблем в Linux
  • Базовые знания работы сети
  • Знание k8s
  • Знание стека Atlassian(Confluence, Jira)
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