Head of IT Support

📍Vacancy: Head of IT Support

📍Company name: WIO

📍Project: B2B, fintech, international company 
📍Product: Banking

📍Term of work: relocation only, (UAE, Abu Dhabi), relocation allowance
📍Wage: from 10 000 $ + Bonus up to 6 months of your monthly salary (Tax Free)

WIO is The all-in-one digital financial platform created to reboot banking for everyone

📌 Role & Responsibilities:

• • Build and manage a capable support team to handle third level software support services through Jira Service Management
• • Organize and oversee on-call function through Opsgenie
• • Participate in the design and development of Customs software solution with exposure to supportability capability of targeted systems
• • Manage the performance of support team as per the identified KPIs
• • Participate in the planning and implementation of SLAs between hosting data centers and IT Operations
• • Maintain established SLA boundaries for software support services
• • Maintain service management repository for software incidents and coordinate the efforts for registering software/ functional problems as identified from incoming incidents patterns
• • Raise maintenance requests for the development of packaged procedures and function for repeated support scenarios
• • Develop Operational Guides for 2nd and 1st level support to handle tasks that are packaged in user’s friendly functions and pass their responsibility to 2nd and 1st support team
• • Achieve results through acknowledged technical, communication and leadership ability
• • Ensures the proper training of support team to be able to cope with expected support load
• • Implement and maintain effective IT support processes including Incident management, problem management, change management, configuration management and release management based on ITIL framework
• • Contribute in the creation and maintenance of Configuration Management Library

📌 What is in it for you?

• • Great compensation package based on experience and level + TAX FREE in the UAE
• • Flight Allowance: AED 2,500 - 5,000 once a year for you and each of your dependents (dependents include spouse and children) - range depends on where the home country is. For Russia, it is AED 3,500.
• • Relocation Allowance: AED 22,000 if you are moving by yourself, AED 26,000 if you are moving with your spouse or AED 30,000 if you are moving with your spouse and children – this is a one-time allowance that will be paid after you physically relocate.
• • Annual Bonus: End of year bonus depending on your performance (up to 6 months of your monthly salary)
• • Work life balance is important to us so you would have 28 working days holidays + up to 15 national holidays per year
• • Visa and Health Insurance included for you and your dependents, flexible working hours, 2 days per week WFH policy, and many more to come!
• • Joining a green field company and participate in the early discussion to shape our engineering processes & culture
• • Working in a cool and relaxed international environment. English will be the main language
• • Peering with talented engineers coming from most relevant tech companies all over the world.

We have various perks on top of this such as free snacks and fruits in the office, weekly PCR tests, frequent team activities, a funky workspace, and more that I'm happy to share with you as well.