What you will do
- Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment;
- Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support;
- Track KPIs and SLAs, providing regular performance reports and insights;
- Act as the main escalation point for high-priority issues affecting platform stability and performance;
- Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;
- Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution;
- Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements;
- Continuously enhance support processes to improve efficiency and customer satisfaction;
- Serve as a bridge between the support team and other business units, ensuring clear communication and alignment.
Must haves
- 3+ years of experience in Project Manager roles;
- Proven experience managing IT support teams in a 24/7 environment;
- Experience working with technical support for e-commerce platforms & pure retail brands;
- Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;
- Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.);
- Excellent organizational and team leadership skills;
- Strong communication and stakeholder management abilities;
- Experience with postmortem analysis and continuous improvement initiatives;
- Working across multiple clients is a bonus, as is experience with an agency;
- Upper-Intermediate English level.
Nice to haves
- Familiarity with DevOps processes and cloud platforms;
- Experience implementing automation for support processes;
- Previous experience working with distributed/remote teams.
AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.
If you’re looking for a place to grow, make an impact, and work with people who care, we’d love to meet you! 🙂
About the project
The benefits of joining us
Professional growth
Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps
Competitive compensation
We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities
A selection of exciting projects
Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands
Flextime
Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.
Your AgileEngine journey starts here
Test task
We will review your CV and send you a test task via email
Intro Call
Our recruitment team will reach you to discuss available opportunities
WFH or a comfy office? Why not both?
International Projects
Technical Interview
You will have an interview with your future team lead
