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.

• 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.