**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. **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. - We are rooting for you!_