Support Lead

Andersen is a pre-IPO software development company providing full-cycle services following project management standards and best practices. It has over 19 years of experience helping enterprises and middle-sized firms transform their businesses with digital solutions using innovative technologies. The company serves industries including FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, and eCommerce. The project involves building and scaling secure 24/7 technical support operations for a payments and fintech platform under strict PCI DSS compliance requirements.

• 3+ years of experience in L1/technical support or NOC/service desk roles, including shift-based or on-call work.
• Solid understanding of AWS fundamentals (EC2, monitoring/logging services, IAM) and Linux administration.
• Experience with incident management and ticketing tools such as Jira Service Management or similar ITSM.
• Ability to create and maintain runbooks, escalation matrices, and support documentation.
• Understanding of ITIL-based support processes including incident, problem, and change management.
• Willingness to work defined hours initially and personally cover support duties before team expansion.
• Awareness of PCI DSS and security-sensitive operational environments.
• Upper-Intermediate or higher level of English.

• Build and own the L1 support function for the UCL BAU Support workstream from the ground up.
• Perform L1 support duties during defined working hours initially before team expansion.
• Define and document support processes including incident intake, triage, and escalation paths to L2/L3, DevOps, and DBA teams.
• Develop core documentation such as runbooks, escalation matrices, knowledge base, and on-call procedures.
• Design the roadmap for scaling from single-person coverage to a full 24/7 shift-based team including hiring plan and shift schedules.
• Establish monitoring and alerting practices with the infrastructure team for timely incident detection.
• Ensure support operations comply with SLA commitments (99.99% / 99.9% uptime) and PCI DSS operational requirements.
• Coordinate with Project Management, Architecture, and Security stakeholders to align support scope with production readiness and compliance timelines.
• Track recurring incidents and drive continuous improvement of support processes and documentation.
• Report on support KPIs and SLA performance to the Service Manager.

Your personal data is protected in accordance with GDPR regulations. Data is processed by Andersen Soft UAB located in Kraków, Poland, for recruitment purposes. Providing mandatory data is required by Polish labor code and refusal may prevent recruitment. Additional data processing is based on consent which can be withdrawn anytime. Data recipients include Just Join IT and other entities involved in recruitment processing.