Team Lead 3rd Level Support (m/w/d)
Core
Leading and developing a Level-3 support team for a hosting and cloud infrastructure company, handling complex technical escalations and optimizing support processes.
Role type
Senior IC team lead (3rd level support)
Builds
High-quality ticket resolution and incident management for server, virtualization, and web hosting environments
Domain
IT Services / Cloud Infrastructure / Hosting
Required skills
Linux server administration, Virtualization technologies (KVM), Incident and Problem management, ITIL standards, Team leadership, Process optimization, SLA analysis
Preferred skills
Technical project management, Knowledge base development, Stakeholder collaboration
Technologies
Linux, KVM, Cloud platforms, Ticketing systems
Responsibilities
Coaching and mentoring team members, Resolving complex technical escalations, Optimizing support processes and escalation paths, Prioritizing critical daily tasks, Leading technical and organizational projects, Analyzing SLA and performance metrics
Seniority
Senior, hands-on IC with leadership responsibilities
