Support Lead

Andersen is a global software development company with over 18 years of experience supporting businesses worldwide in their digital transformation. Headquartered in Poland, the company operates development centers across Germany, the USA, the UK, Lithuania, Hungary, Kazakhstan, Georgia, Azerbaijan, Cyprus, and the UAE. Andersen provides end-to-end IT services including custom software development, API integration, system architecture, legacy modernization, and long-term support. The company harnesses AI, Machine Learning, Data Science, Big Data, and Visual Technologies to create intelligent, future-ready solutions. Andersen is recognized among the world’s Top 1,000 B2B service providers and has a portfolio including Siemens, S&P Global, Ryanair, IHS Markit, TUI, Johnson & Johnson, and T-Systems. The team has 3,700+ experts delivering projects across Healthcare, FinTech, Logistic, Automotive, Manufacturing, E-commerce, Multimedia & Entertainment and more.

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

Responsibilities:

• Build and own the L1 support function for the UCL BAU Support workstream from the ground up.
• Personally perform L1 support duties during defined working hours in the initial phase 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 for support operations 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 plans, shift schedules, and coverage models.
• Establish monitoring and alerting practices in coordination with the infrastructure team to ensure timely incident detection.