Service Lead

## Responsibilities - Manage application maintenance of digital platforms, including web portals and mobile applications. - Ensure stability, service quality, and continuous improvement by coordinating internal teams and AMS providers. - Operate closely with Service Manager, Delivery Manager, Tech Lead, L1/L3 teams, and external partners, with direct responsibility for operational priorities and critical incidents. - Lead governance L2 and continuous improvement by coordinating with development teams to prioritize performance and system stability initiatives. - Coordinate with L1 to align on escalation, releases, and maintenance activities, improving the quality of reports and impact management. - Manage AMS vendors with SLA and KPI monitoring, trend analysis, root cause analysis, priority definition, and corrective actions, directing bug fixes to Tech Leads. - Handle incident management and war room coordination, acting as the technical reference for service disruptions (diagnosis, runbook, workaround, fix forward, or rollback), coordinating L2/L3 teams and vendors, updating on risks, impacts, and ETA, and maintaining runbooks and knowledge base. - Prepare application dashboards and weekly reports on support status and key operational metrics. ## Requirements - 5/7 years of L2 operations experience on consumer or B2B digital products. - Experience with web portals and mobile applications. - Experience with hyperscalers (AWS or Azure; preferably multicloud). - Solid knowledge of Incident, Problem, and Change Management. - Use of ticketing, reporting, and monitoring tools. - Experience with observability solutions. - Ability to manage vendors and AMS providers. - Data-driven mindset and commitment to continuous improvement. ## Nice to Have - Passion for the customer, respect, imagination, simplicity, and entrepreneurial spirit. ## Benefits - Full-time contract. - Smart-working (10 days/month). - Ticket Restaurant®. - Welfare plan. - Health and life insurance. - Apply now and Vibe with Us!