This is a hands-on technical leadership role for someone who has built their foundation in
full-stack software development
and has proven experience operating within a
service desk / production support environment
. You will lead a team responsible for
incident triage, defect analysis, patch development, and deployments
across customer environments (including on-premises), while implementing
AI-enabled predictive support
to reduce incidents and improve service reliability.You will work directly with customers, including
banks and large enterprises
, and partner closely with Engineering, Product, and Customer Success to ensure software environments remain secure, stable, and compliant.
Key Responsibilities
- Service Desk Leadership (24/7)
- Lead and manage a 24/7 Software Service Desk, including rostering and operational governance.
- Recruit, onboard, manage, and develop service desk staff and team leads, who willalso have a background in software development and services.
- Own service performance against SLAs, operational KPIs, and customer satisfaction targets.
- Incident, Problem, and Change Management
- Implement and run ITIL-aligned practices for Incident, Problem, and Change Management.
- Act as the escalation point for complex issues and drive effective resolution and RCA.
- Establish repeatable processes to improve time-to-resolution and reduce recurring incidents.
- Engineering Support and Release Delivery
- Lead a team that analyses defects, produces fixes, and releases patches and updates.
- Ensure high-quality deployment execution in customer on-premises environments and cloud-hosted environments.
- Coordinate with Engineering for defect management, release readiness, and operational improvements.
- AI and Predictive Support
- Implement AI/predictive support solutions to detect and prevent issues before customer impact.
- Drive proactive monitoring, trend analysis, and automation to reduce incident volume.
- Cloud Deployment (AWS & Azure)
- Oversee deployments and operational support in AWS and Azure, including release/rollback practices.
- Strengthen CI/CD, deployment governance, and environment management across customer implementations.
- Documentation and Knowledge Management
- Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge bases.
- Define training programs to uplift technical capability across the service desk team.
- Security, Compliance, and Secure SDLC
- Ensure all support and release activities follow secure SDLC, testing discipline, and compliance requirements.
- Maintain auditability and robust change control appropriate for enterprise and banking customers
Requirements
- 5+ years of experience in managing software-focused service desks or technical support teams
- Demonstrated leadership of a service desk operation, ideally in a 24/7 environment.
- Strong software engineering background with full-stack development experience.
- Backend expertise: Java, Spring Boot, PostgreSQL (hands-on understanding required).
- Proven experience deploying and supporting software in cloud environments (AWS and Azure).
- Experience leading teams responsible for bug analysis, patch development, and deployment to customer environments (including on-premises).
- Strong understanding of secure software development, compliance, and secure testing practices
Preferred Qualifications
- ITIL Foundation certification or equivalent
- Experience in the fintech industry or supporting financial applications
- Familiarity with cloud-based technologies (AWS, Azure) and software deployment processes
- Experience working in a global environment, managing support across different time zones
- Fluency in English, additional languages are a plus
Benefits
To be discussed with the right candidate.
