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 the day-to-day support operation across multiple client environments and production systems.
- Own the end-to-end handling of support tickets, ensuring timely investigation, resolution, escalation, and clear communication in line with agreed SLAs.
- Work hands-on with the support team to troubleshoot production issues, resolve tickets, and perform proactive maintenance and operational improvements.
- Manage and continuously improve the L1/L2/L3 support model, ensuring clear ownership and effective escalation between functional, technical, Product, Engineering, Consulting, and vendor teams.
- Lead incident, problem, and change management activities, including coordination of critical production incidents and follow-up actions.
- Work closely with Consulting and Project Delivery teams to ensure a smooth transition from project delivery and go-live into ongoing production support.
- Support client-specific customizations, integrations, and production issues in collaboration with Product, Engineering, and Consulting teams.
- Establish and maintain clear support processes, including priority and severity definitions, escalation procedures, SLAs, OLAs, and standard operating procedures.
- Ensure support knowledge is captured and maintained through knowledge bases, runbooks, troubleshooting guides, and operational documentation.
- Monitor the health and performance of supported applications and drive improvements to dashboards, alerts, logging, and proactive monitoring.
- Track and improve support KPIs, including SLA performance, backlog, resolution times, reopen rates, and recurring incidents.
- Prepare and lead regular service reviews with key customers, providing clear updates on service performance, incidents, recurring issues, and improvement actions.
- Produce incident reports, root-cause analysis (RCA) documentation, service reports, and internal support documentation.
- Plan team capacity, staffing, on-call coverage, and external/vendor support as required.
- Balance operational priorities, client commitments, and product roadmap dependencies.
- Provide leadership and hands-on support during critical and out-of-hours production incidents.
Requirements
- 7–10+ years of experience in software support, application management, production operations, or a similar environment.
- 3–5+ years of experience in a Lead, Manager, Head of Support, or Application Management leadership role.
- Experience managing and developing a support team responsible for multiple production systems and client environments.
- Strong operational mindset, combining people management and service ownership with hands-on involvement in issue resolution and production support.
- Experience working in a product environment delivering releases and ongoing support to multiple clients, including multi-tenant or multi-instance setups.
- Practical understanding of tiered support models (L1/L2/L3), SLAs, OLAs, and ITIL-aligned incident, problem, and change management processes.
- Experience working closely with Consulting and Project Delivery teams during go-live and the transition of solutions into ongoing production support.
- Experience supporting client-specific customizations and integrations.
- Familiarity with managed services / application management engagements and support contracts, including SLAs, service credits, and contractual service commitments.
- Strong problem-solving and prioritization skills, with a structured approach to managing operational issues and competing client priorities.
- Comfortable working in fast-paced, project-oriented environments and taking ownership during high-pressure production incidents, including out-of-hours situations.
Desired Skills and Experience
- Experience or knowledge of Energy Systems, ETRM (Energy Trading and Risk Management), or similar business-critical enterprise applications.
- Familiarity with typical ETRM and energy trading processes and modules is an advantage.
- Willingness and ability to quickly learn the relevant energy and ETRM domain.
- Working knowledge of relational databases such as Oracle, SQL Server, or PostgreSQL, including the ability to review SQL queries and perform basic troubleshooting of data-related issues.
- Familiarity with API-based and file-based integrations, including REST, SOAP, SFTP, CSV, XML, and JSON.
- Basic understanding of cloud hosting concepts such as Azure or AWS.
- Familiarity with application monitoring, alerting, dashboards, and log aggregation tools.
- Experience working with ticketing and service management platforms such as Jira, ServiceNow, Zendesk, or similar.
- Experience creating and maintaining knowledge bases, runbooks, troubleshooting guides, and standard operating procedures.
- Ability to define and implement effective priority/severity matrices and escalation paths across functional, technical, and vendor teams.
- Experience defining and monitoring service KPIs, including response and resolution SLA performance, backlog, reopen rates, and incident recurrence.
- Experience conducting regular service reviews with customers and communicating operational status, incidents, and improvement actions clearly.
- Experience with team capacity planning, on-call rotations, vendor management, and support budget planning.
- Strong written and verbal communication skills, with the ability to communicate effectively with both technical teams and business stakeholders.
Benefits
Additional Health Insurance and Dental Insurance!
PTOs
Vacation, Sick, and paid leaves as well as an extra paid leave for every year in the business!
Work from Home!
We offer full remote work as well as a co-working space desks!
Sponsored Events
Happy Hours every month, 2 team-buildings per year and more!