Lead IT Support Engineer

Future Mind is a brilliant, inspiring team, one of the most awarded tech consulting companies in the region with a broad portfolio of clients, including Żabka, Jeronimo Martins (Hebe, Biedronka), LPP (Reserved, Sinsay, Mohito), eObuwie, Modivo, and other well-recognized brands. We have received several industry awards for delivering some of the best eCommerce applications in Poland, listed among the most popular across app stores. Our expert engineers, designers, project managers, and analysts work on projects ranging from top mobile commerce apps used daily by millions of customers to IoT, and telematics platforms that produce vast amounts of data.

In 2023, we joined forces with Solita, a Finnish tech powerhouse with a vibrant community of over 2000 specialists across Europe, that combines data, business, and technology skills to build and improve digital services for leading organizations in manufacturing, medical, shipping, and other major industries, including such clients as NATO, Nokian Tires, Pfizer and many others. Together we are dedicated to delivering cutting-edge, data-driven solutions.

We value proactive professionals who take ownership, enjoy solving problems, sharing knowledge, and collaboration. Together, we create high-quality software solutions that fulfil our clients' business needs and impact their customers' lives every day. As part of the Solita Group, Future Mind provides digital advisory & delivery services with the support of our international partners and upholds equally high cultural standards.

If you are an experienced Lead Application Support Engineer with substantial experience in leading teams responsible for the event monitoring and tech support process, ready to lead 20+ engineers, working in shifts, to provide support and ensure operational continuity for the software that we develop for clients such as LPP (Sinsay, Reserved, Mohito), Jeronimo Martins (Hebe, Biedronka), Żabka (Żappka), Super-Pharm, Dior, Generali, Virgin and many others, take part in our quick and remote hiring process. Let’s talk!

This job is all about:

Leading the IT Support Team and minding its growth and development:

• organizing and scheduling shift-based work, defining scopes of responsibility, assigning tasks, team supervision,
• evaluating work, providing feedback and motivating the team,
• supporting the process of learning, drawing up development paths, conducting or organizing training sessions for the team,
• helping team members make the right decisions,
• recruiting new members of the team.

Developing and managing IT Support Projects:

• engaging in designing, developing, implementing, monitoring and improving effective solutions,
• gathering and analysing requirements, setting precise goals,
• assigning work and responsibilities among team members,
• drawing up project schedules and validating progress,
• supporting the process of finding solutions and resolving issues,
• controlling budgets.

Here’s what we’re looking for

Managerial skills and experience:

• managing teams of 20+ Support Engineers,
• organizing shift-based work timetables and managing IT Support or SRE teams,
• openness to working with people on different levels of organizational structures in different roles within the organization and beyond (client, software developer, business analyst, tester, project manager),
• justifying your perspective and the decisions you make in simple terms,
• presenting your solutions to audiences with different levels of technical acumen,
• sharing knowledge with less experienced colleagues,
• readiness to actively engage into hands-on work regardless of time of day and day of the week when necessary,
• evaluating candidates for IT support roles.

Technical skills and knowledge of:

• at least some basics of Python, ideally confirmed by previous experience in a software development role,
• SQL and database theory along with experience in working with PostgreSQL, MySQL, Redis, MongoDB,
• log analysis using text files and tools such as Kibana,
• HTTP communication with the use of Rest API,
• GIT/Gitlab
• monitoring tools, such as Zabbix, Grafana, Sentry, Firebase / Crashlytics, OpsGenie / PagerDuty,
• cloud platforms, including AWS, Azure, GCP,
• deployment tools such as Docker, Kubernetes,
• Jira, Confluence and Excel.

Knowledge of the ITIL4 library confirmed with a certificate, including:

• Service Level Management and Service Level Agreements,
• incident management,
• problem management,
• service requests management,
• release management.

Soft skills:

• openness to feedback as the starting point for improvement,
• ability to make educated decisions under pressure, bear consequences and correct course of action when necessary,
• can-do attitude, persistence in finding solutions to any issues that may arise,
• persistence, self-sufficiency, good communication skills.

Education and experience:

• university level technical or managerial degree,
• 5+ years of experience in managing teams of 15+ engineers,
• 2+ years of experience in carrying out SLA terms in IT.

Languages and location:

• Knowledge of Polish AND English in writing and in speaking at a professional level, including conducting meetings and creating technical documentation.
• We will only consider applications from candidates currently residing in and legally allowed to work in Poland.
• Travelling to our Warsaw office will be necessary once in a while.