Ukraine Job Openings
Raiffeisen Bank Ukraine
SRE Lead (Manager)
November 4, 2024
Raiffeisen Bank is the largest Ukrainian bank with foreign capital. For over 30 years, we have been creating and developing the banking system of our country. At Raiffeisen, more than 5,500 employees work, including one of the largest product IT teams, which consists of over 800 professionals. Every day, we work hand in hand so that more than 2.7 millions of our clients can receive quality service, use the bank’s products and services, and develop their businesses because we are #Разом_з_Україною.
Your future responsibilities:
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Your future responsibilities:
- Lead and Manage the Level 2 Support Team (Supervise and mentor a team of technical support engineers)
- To be on-call with team 24/7
- Handle high-priority escalations from customers and other departments, ensuring rapid resolution of technical issues
- Track key performance indicators (KPIs) related to customer support, including response times, resolution rates, and customer satisfaction metrics. Prepare reports for upper management
- Customer Feedback: Gather and analyze customer feedback to identify trends, recommend improvements, and ensure continuous improvement in service quality
- Oversee the use of customer support tools and systems, ensuring they are fully optimized to meet the team’s and customers’ needs
- Conduct regular training sessions for the support team on product updates, troubleshooting techniques, and customer service best practices
- Stay current with the company’s product knowledge and technical skills required to resolve complex issues. Provide guidance and expertise to the support team on difficult technical problems.
- Work closely with product development, L3 support, and other teams to resolve issues, address feedback, and improve product performance
- Develop, document, and enforce best practices for troubleshooting, escalation management, and support workflows. Continuously assess and improve the efficiency of the team
- 3+ years of experience in technical support or IT roles
- 2+ years in a leadership/management position
- Ability to manage and lead a team in a fast-paced, technical environment
- Ability to work collaboratively across departments and with customers
- English language not lower than B1.
- Analytical mindset, with a focus on KPIs, reporting, and process improvement
- Excellent customer service and communication skills, both written and verbal
- -Work experience in Linux\Unix environment.- Experience with SQL-like command language
- Experience with Kubernetes
- Experience with trading/exchange/risk management software usage.- Basic knowledge about CI/CD practices and vendors (Git Hub Actions, Git Lab CI, Jenkins, Bitbucket pipelines, etc)
- Basic knowledge about Configuration as Code approach and tooling like Ansible, AWX, etc.
- Bachelor’s degree in Computer Science or a related field
- Experience with JIRA, Confluence, etc.
- Basic knowledge of Ia C approach and related tooling like Terraform, Terragrunt, etc.
- Basic knowledge about virtualization (VMWare, etc), containerization (Docker), and orchestration (Kubernetes)
- Experience with On-premise systems and self-managed infrastructures
- Competitive salary: we guarantee a stable income and annual bonuses for your personal contribution. Additionally, we have a referral program with rewards for bringing in new colleagues to Raiffeisen Bank
- Social package: official employment, 28 days of paid leave, additional paternity leave, and financial assistance for parents with newborns
- Comfortable working conditions: possibility of a hybrid work format, offices equipped with shelters and generators, modern equipment. Classification: PUBLIC
- Wellbeing program: all employees have access to medical insurance from the first working day; consultations with a psychologist, nutritionist, or lawyer; discount programs for sports and purchases; family days for children and adults; in-office massages
- Training and development: access to over 130 online training resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. Corporate library and English lessons. • Great team: our colleagues form a community where curiosity, talent, and innovation are welcome. We support each other, learn together, and grow. You can find like-minded individuals in over 15 professional communities, reading clubs, or sports clubs
- Career opportunities: we encourage advancement within the bank across functions
- Innovations and technologies: Infrastructure: AWS, Kubernetes, Docker, Git Hub, Git Hub actions, Argo CD, Prometheus, Victoria, Vault, Open Telemetry, Elastic Search, Crossplain, Grafana. Languages: Java (main), Python (data), Go (infra, security), Swift (IOS), Kotlin (Android). Data stores: Sql-Oracle, Pg Sql, Ms Sql, Sybase. Data management: Kafka, Air Flow, Spark, Flink
- Support program for defenders: we maintain jobs and pay average wages to mobilized individuals. For veterans, we have a support program and develop the Bank’s veterans community. We work on increasing awareness among leaders and teams about the return of veterans to civilian life. Raiffeisen Bank has been recognized as one of the best employers for veterans by Forbes
- Our main value is people, and we support and recognize them, educate them and involve them in changes. Join Raif’s team because for us YOU matter!
- One of the largest lenders to the economy and agricultural business among private banks
- Recognized as the best employer by EY, Forbes, Randstad, Franklin Covey, and Delo.UA
- The largest humanitarian aid donor among banks (Ukrainian Red Cross, UNITED24, Superhumans, СМІЛИВІ)
- One of the largest IT product teams among the country’s banks. • One of the largest taxpayers in Ukraine; 6.6 billion UAH were paid in taxes in 2023.
- Raif is guided by principles focused on human development and the well-being of 5,500 employees and over 2.7 million clients
- At Raif, we support principles of diversity, equality, and inclusivity
- We develop programs to support defenders. You matter at Raif! Want to learn more?
Want to learn more? Follow us on social media:
Facebook, Instagram, Linked In
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