LEAD Consult is a dynamic, customer-oriented company, specialized in providing business and IT consulting services in the energy and financial sectors, as well as in software development and IT outsourcing.
Currently we are looking for a Support Team Lead to join our company.
Аll applications will be treated in strict confidence and in accordance with GDPR requirements.
What's great in the job?
Competitive remuneration and bonus scheme linked to individual performance and company results
Standard working hours
25+ days annual paid leave
Work flexibility and remote work
Food vouchers
MultiSport card
Employee Assistance Program: Psychological support and counselling from a corporate psychologist when needed
Working place in a class A building situated a few steps form a subway line and public transport
Opportunities for personal and professional growth
Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses and more)
A detailed company training on highest standards
A chance to work in friendly and supportive culture
Tremendous growth opportunities in fast moving international team
Responsibilities
Lead and scale the Support function for an ETRM / Energy Systems product and related consulting engagements, ensuring reliable and stable production operations for clients.
Manage day-to-day support operations, including ownership and resolution of support tickets in line with agreed SLAs.
Work hands-on with the team to investigate production issues, troubleshoot incidents, and provide timely client communication.
Define and continuously improve the L1/L2/L3 support model, escalation paths, SLAs, OLAs, and operational processes.
Lead incident, problem, and change management, including coordination of critical and out-of-hours production incidents and follow-up actions.
Coordinate the transition of new solutions from project delivery and go-live into ongoing production support.
Work with Product, Engineering, Consulting, and vendors to resolve client-specific customizations, integrations, and production issues.
Drive proactive maintenance and improvements across monitoring, alerting, logging, dashboards, and operational processes.
Ensure support knowledge is maintained through runbooks, troubleshooting guides, knowledge bases, and SOPs.
Monitor and improve service KPIs such as SLA performance, backlog, resolution times, reopen rates, and recurring incidents.
Lead regular service reviews with customers and provide clear updates on service performance, incidents, and improvement actions.
Plan team capacity, staffing, on-call coverage, and vendor support while balancing operational priorities and client commitments.
Requirements
7–10+ years in software support, application management, production operations, or a similar environment.
3–5+ years in a Support Lead, Support Manager, Head of Support, or Application Management leadership role.
Proven experience managing and developing support teams across multiple production systems and client environments.
Experience supporting enterprise products with multiple clients, instances, or environments, including client-specific customizations and integrations.
Practical knowledge of L1/L2/L3 support models, SLAs, OLAs, and ITIL-aligned incident, problem, and change management.
Experience working with Consulting and Project Delivery teams to move solutions from implementation and go-live into ongoing production support.
Experience with managed services or application management engagements, including service commitments and vendor management.
Experience with support KPIs, service reviews, capacity planning, on-call models, and operational reporting.
Desired Skills and Experience