Support Team Lead

Role: IT Support Team Lead

Sector: Online Platform

Job Type: Full Time

Location: Fully Remote (Spain-based)

Contract Type: Direct employment with our client

What You'll Be Doing

We are looking for an experienced IT Support Team Lead to join our client's dynamic Platform and Infrastructure Team. In this fast-paced, innovative environment, you'll play a pivotal role in ensuring the stability, reliability, and performance of mission-critical customer-facing systems operating 24/7.

As a Lead IT Support Engineer, you will ensure the seamless operation of critical platforms while fostering a high-performing support team in a technically challenging and rapidly evolving environment.

Your Role

• Proactive Monitoring & Incident Management: Oversee application performance by monitoring systems, responding to alerts, and resolving complex technical issues to maintain high service levels.
• Team Leadership & Mentorship: Lead by example on the technical front while managing and mentoring a Level 1 Support Team. Provide 360-degree feedback, support professional development, and ensure effective performance management.
• Understand and balance the nuances of hands-on technical leadership with team operations.
• Manage day-to-day processes, maintain accurate and up-to-date documentation, and effectively prioritize workload in alignment with business needs.
• Process Optimization: Identify and implement improvements to streamline workflows, reduce incident impact, and drive operational efficiency.
• Documentation & Knowledge Sharing: Own and evolve technical documentation to ensure continuity and empower team learning.
• Problem Prevention: Anticipate and mitigate risks in production environments to avoid service disruptions.
• Incident Reporting: Produce thorough post-incident reports detailing root cause, resolution, and preventative actions.
• Cross-Team Collaboration: Work closely with Development, DevOps, and SRE teams to coordinate release readiness and ensure system stability.
• Scheduling & On-Call Management: Organize and maintain shift patterns and on-call rotations to guarantee 24/7 support coverage.

What We Look for in You

Leadership & Management

• Exceptional communication: Clear and concise communication skills across written, verbal, and interpersonal interactions.
• Proven leadership: Experience leading support teams with a hands-on, collaborative approach to mentoring and problem-solving.
• Stakeholder engagement: Ability to work effectively with cross-functional teams and communicate technical matters to non-technical audiences.

Technical Expertise

• Application expertise: Hands-on experience managing high-availability systems, ideally in gaming or online platforms.
• Monitoring mastery: Strong knowledge of Grafana, Kibana, and the ELK stack for observability and performance management.
• Automation savvy: Proficiency in scripting languages (Bash, Python, Shell) to automate routine tasks and incident resolution.
• Database management: Solid command of OracleSQL for performance tuning and diagnostics.
• Containerization: Practical experience using Docker to support scalable deployments.
• CI/CD & Cloud platforms: Familiarity with Jenkins and cloud services (AWS, Azure, GCP) for infrastructure management and deployment.
• API diagnostics: Comfortable debugging API issues using HTTP tools and console-based techniques.

What You Need To Do Next

If this role sounds interesting, and you think you have the required experience, please contact me directly.

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Concentric Recruitment is a boutique recruitment firm with clients across Europe.

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