Responsibilities
Operations and Reliability
•Ensure the availability of internal services in accordance with agreed-upon SLAs.
•Manage incidents: prioritization, escalation, stakeholder communication, and post-mortems.
•Practice problem management: address the root causes of recurring incidents rather than just the symptoms.
•Oversee user support—from onboarding and granting access rights to resolving Tier 2 and Tier 3 support tickets.
•Provide direct user support when necessary.
•Ensure the operational functionality of company offices.
•Manage the inventory, distribution, and collection of hardware for employees.
Infrastructure Development
•Maintain an infrastructure improvement roadmap and advocate for priorities to management.
•Proactively identify bottlenecks and propose solutions—do not wait for top-down directives.
•Prepare business cases (defining the problem, options, costs, and risks) and implement approved solutions.
•Automate routine tasks, such as access provisioning, standard service requests, and reporting.
Team Management
•Distribute workloads among 3 engineers; manage on-call schedules and rotations.
•Conduct 1:1 meetings, set goals, provide feedback, and foster the professional growth of engineers.
•Participate in the hiring process: candidate screening, technical interviews, and onboarding new hires.
•Eliminate the "bus factor" by maintaining documentation and ensuring cross-functional knowledge so that no single person is the sole repository of critical information.
Processes and Control
•Keep documentation, runbooks, and the knowledge base up to date.
•Manage changes: plan maintenance windows, handle rollbacks, and coordinate communications.
•Oversee backups, disaster recovery, and basic information security requirements within your scope.
•Manage relationships with vendors and contractors; monitor licenses and expenses.
Requirements
Must-have (mandatory)
Tier 1 — Expert level; a prerequisite for the role.
•Microsoft Active Directory: GPO, replication, DNS integration, permissions, auditing, and troubleshooting.
•Networking: DNS, DHCP, firewalls, and VPN — must be able to debug issues, not just configure services following a manual.
•Google Workspace: Administration, groups, security policies, 2FA, and basic DLP (Data Loss Prevention).
Tier 2 — Solid, practical proficiency.
•IaC (Infrastructure as Code): Terraform, Ansible.
•Monitoring and alerting: Zabbix, Prometheus, Grafana.
•Scripting: Python, Bash, PowerShell.
•MDM (Mobile Device Management): Intune, Mosyle, Addigy, or Jamf.
•Azure and AWS: IaaS, IAM/roles, networking, and basic cost management (not requiring a full-scale DevOps architect role).
•GitLab: Administration, runners, and CI/CD for infrastructure tasks.
•Keycloak: Realms, clients, SSO (via SAML/OIDC), AD/LDAP integration, and federation.
•802.1X / RADIUS authentication for Wi-Fi, integrated with AD or Keycloak.
Tier 3 — Advanced user proficiency.
•Slack
•Jira
Experience and Skills
•2+ years of team leadership (managing 3+ engineers) — specifically in a management capacity, not just as a "senior" team member.
•5+ years in IT infrastructure or system administration.
•Experience with established incident and problem management processes (moving beyond manual "firefighting").
•Experience managing infrastructure changes from initial concept to production deployment.
Soft Skills
•Ownership: Takes full responsibility for a problem, including aspects that may fall outside their formal scope.
•Prioritization under pressure: Able to distinguish between what is truly "urgent" and what is merely "loud." Communication with non-specialists: explains things in simple terms and knows how to say "no" while providing a rationale.
•Proactivity: brings forward suggestions rather than a list of complaints.
•Developing others: delegates tasks instead of doing everything for the team himself.
Conditions
•Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
•Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
•Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
•Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
•Comfort: Offices are in different countries. You can work from anywhere in the world
