Team Lead for L1 Support Team

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Employer: Capgemini Romania
  • IT Hardware
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 30.09.2023
    Remote work: Hybrid

    What we expect from you:

    • Lead and manage a team of L1 support engineers, providing guidance, mentorship, and training as needed;
    • Serve as the primary point of contact for escalated issues and ensure timely resolution;
    • Develop and implement support processes and procedures to enhance efficiency and customer satisfaction;
    • Monitoring service event and performance dashboards;
    • Proactive execution of MOPs to check service availability and performance;
    • Semi-scripted diagnosis of service issues;
    • Identify opportunities to reduce escalations to the next tier of support;
    • Initiating Incident Management protocol;
    • Work as part of a 24x7x365 shift rotation;
    • Ready to visit the Bucharest office 2 times per week.

    You are equipped with:
    • 3+ years of IT experience;
    • At least 6 months of TL experience (QA, Support, or other teams);
    • Experience using diagnostic tools such as Kibana, Grafana;
    • Experience accessing logs from the command line;
    • Experience identifying capacity and performance problems;
    • Ability to effectively describe and summarize a problem for the next tier to take over and for the incident manager;
    • Flexibility to work in shifts, including weekends and holidays, to provide 24/7 support;
    • You are fluent in English (C1/C2 level).

    Nice to have:
    • Sense of urgency with action when services are impaired;
    • Good communication skills;
    • Experience working on incident bridges supporting service restoration;
    • Technical qualification in an engineering or science discipline;
    • Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).

    What you can expect from us:
    • Competitive Salary & Benefits;
    • Knowledge and support from more experienced engineers;
    • Respect for your private life and your choices;
    • All tools required for high performance in your field;
    • Responsible approach, long-term commitments, and stability;
    • Working in an interdisciplinary team and great environment;
    • Flexible working hours and hybrid work (remote office);
    • Evaluation based on personal results;
    • Specialization - and further development opportunities.
    Capgemini Engineering combines, under one brand, a unique set of strengths from across the Capgemini Group: the world-leading engineering and R&D services of Capgemini Engineering – acquired by Capgemini in 2020 – and Capgemini’s digital manufacturing expertise. With broad industry knowledge and cutting-edge technologies in digital and software, Capgemini Engineering supports the convergence of the physical and digital worlds. Combined with the capabilities of the rest of the Group, it helps clients to accelerate their journey towards Intelligent Industry. Capgemini Engineering has more than 52,000 engineer and scientist team members in over 30 countries across sectors including aeronautics, automotive, railways, communications, energy, life sciences, semiconductors, software & internet, aerospace & defense, and consumer products. Capgemini Engineering is an integral part of the Capgemini Group, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported 2020 global revenues of €16 billion.


    • Special events bonus (ex: Easter, Christmas)
    • Medical subscription
    • Medical insurance
    • Gym membership
    • Private pension
    • Trainings
    • Courses
    • Certifications
    • Remote work allowance / Utilities reimbursement
    • Payment / Compensation for extra hours
    • Choose your benefits within a maximum budget
    • Flexible work schedule
    • Teambuildings / trips
    • Parties / company events
    • Laptop
    • Meal vouchers