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techaiOtheroffice
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About this role
Cloud.ru is looking for a Group Leader of Expert Technical Support to manage the support team and improve operational processes.
Description
Cloud.ru is looking for a Group Leader of Expert Technical Support to manage the support team and improve operational processes.
Responsibilities
Responsibilities
- Manage the support team - task distribution, performance control
- Develop standards and procedures for the department
- Analyze metrics (response time, customer satisfaction, employee workload) and report to management
- Form and lead a team of engineers
- Ensure operational processes
- Participate in implementing incident, change, and problem management processes
- Develop a motivation program for department employees
- Organize events to develop hard and soft skills of engineers
- Handle escalations and user complaints
- Automate routine tasks of the department
Requirements
Requirements
- Higher technical education
- Experience in IT support (L2-L3), understanding of ITIL processes
- Team management skills (15+ people)
- Analytical thinking, ability to work with KPIs
- Customer-oriented mindset
- Knowledge of basic OpenStack components
- Skills in diagnosing and solving problems in Linux
- Basic networking knowledge
- Knowledge of k8s
- Familiarity with Atlassian stack (Confluence, Jira)
Job Details
Market range (est.)$120k–$245k
LocationOffice
AI Score★★★★★★☆☆☆☆ 6/10
PostedOct 3, 2026 (9d ago)
Tags & Skills
techaiOtheroffice
Tech Stack
IT supportITILOpenStackLinuxnetworkingk8sAtlassian
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