IT Support, Customer Service
Base.com
IT Infrastructure Team Lead
Social Discovery Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇱 Poland
Visit company websiteJob Level
Senior
Tech Stack
AWSCloudElasticSearchGrafanaLinuxSplunkUnix
About the role
- Lead and manage the IT Infrastructure Team
- Monitor daily operations to ensure timely and effective resolution of IT incidents and service requests
- Develop and implement support procedures, workflows, and escalation protocols based on ITIL practices
- Define, track, and report on team performance metrics (e.g., SLA, response time, customer satisfaction)
- Act as a point of escalation for complex or high-impact issues
- Collaborate with other IT teams (e.g., Security, Applications) for incident resolution and project support
- Provide regular coaching, training, and development for team members
- Contribute to IT projects and initiatives, ensuring the IT Infrastructure Team is aligned and prepared for changes
- Ensure proper documentation of incidents, solutions, and standard operating procedures
- Supporting the smooth operation of all on-prem and cloud corporate services and infrastructures, offices and data centers
- Communication with cloud service providers and data centers
Requirements
- Proven experience in a IT Infrastructure leadership role - 5 years
- Excellent troubleshooting and problem-solving skills across servers hardware, OS and virtualization (Proxmox, ESXI) software, and cloud-based tools: AWS
- Building a cloud infrastructure in AWS from scratch
- Experience with support on-prem data centras
- Deep knowledge and experience in administration of operating systems of the Unix family (Linux, BSD)
- Develop visualizations in Grafana providing single pane views for end user experience, infrastructure & security
- Experience with Enterprise logging platform (such as ElasticSearch, Splunk, etc)
- Experience with configure and maintain VPN services (OpenVPN, IPSec, WireGuard)
- Experience with Netgane pfSense routing software
- Fluent Russian (spoken and written) and at least B2 level of English
Benefits
- REMOTE OPPORTUNITY to work full time
- Vacation 28 calendar days per year
- 7 wellness days per year (time off) that can be used to deal with household issues, to lie down and recover without taking sick leave
- Bonuses up to $5000 for recommending successful applicants for positions in the company
- Full payment for professional training, international conferences and meetings
- Corporate discount for English lessons
- Health benefits. According to the paychecks, if you are not eligible for corporate medical insurance, the company will compensate you with up to $ 1,000 gross per year per employee. This can be spent on self-purchase of health insurance or on doctor’s fees for yourself and close relatives (spouse, children)
- Workplace organization. The company provides all employees with an equipped workplace and all the necessary equipment (table, armchair, wifi, etc.) in our offices or co-working locations.
- In the other locations, the company provides reimbursement of workplace costs up to $ 1000 gross once every 3 years, according to the paychecks. This money can be spent on the rent of the co-working room, on equipping the working place at home (desk, chair, Internet, etc.) during those 3 years
- Internal gamified gratitude system: receive bonuses from colleagues and exchange them for time off, merch, team building activities, massage certificates, etc.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT Infrastructure leadershiptroubleshootingproblem-solvingProxmoxESXIAWSLinuxBSDGrafanaElasticSearch
Soft skills
coachingtrainingdevelopmentcommunication