ABOUT US
Driven by a persistence to craft immersive experiences and responsible thrills, our professional team consistently deliver best-in-class services with a dedication to create games that players love time and time again.
Key Responsibilities:
Technical & Operational Oversight:
• Act as L3 escalation point for all end-user support and infrastructure issues. Monitor and manage issues related to: End-User Devices & Applications (Windows, Mac, Linux, M365, Intune, Defender). Global Network Infrastructure (Firewalls, Switches, VPN, Wi-Fi). Azure, AD, Entra, Servers & Monitoring Tools (Zabbix, Sentinel, PRTG, NetFlow, SIEM)
• Ensure critical incidents and alerts are triaged, escalated, and resolved within SLA.
• Oversee ticket lifecycle in tools like JIRA, ensuring proper documentation and closure.
Shift Management:
• Lead the night/weekend operations team and ensure smooth shift execution. Coordinate shift handovers with clear status updates and pending actions. Track and manage staff availability, including leave planning and replacements. Drive knowledge transfers, team mentoring, and technical upskilling.
Reporting & Analysis:
• Generate and analyze shift-wise operational reports (tickets, alerts, trends).Identify recurring issues and propose preventive measures or process improvements. Contribute to
continual service improvement initiatives.
People & Performance Management:
• Supervise the performance of L2 support and infrastructure engineers. Conduct regular 1:1s, feedback sessions, and collaborate with senior management on team KPIs. Enforce team discipline, shift compliance, and professional standards.
Required Skills & Experience:
• 5+ years of hands-on technical experience in end-user support and IT infrastructure management at L3 level.
• At least 2 years in a team lead or escalation role in a 24x7 environment.
• Deep understanding of: M365, Intune, Defender, Windows, MacOS, Linux, Networking (Firewalls, VPN, Switches, Wi-Fi), Azure, AD, Entra ID, cloud infrastructure
• Monitoring & troubleshooting tools: Zabbix, PRTG, Sentinel, NetFlow, SIEM
• Strong working knowledge of JIRA, Confluence, TeamViewer.
• Exceptional problem-solving, triaging, and escalation handling capabilities.
• Proven experience working in a globally distributed support environment (preferably with European user base).
• Fluent communication with a neutral and clear English accent is mandatory.
• Excellent reporting, documentation, and presentation skills.
Microsoft Certified: Azure Administrator / Modern Desktop Administrator
• ITIL Foundation or higher