Job Details

Service Manager for premium technical support at VK. Experience: 3+ years. Location: Russia (Moscow/St. Petersburg). Work format: remote/hybrid. Salary: 140-230k RUB (TK) / 180-280k RUB (IP). Responsibilities include managing support projects, SLA control, client communication, incident management, and process optimization.

Implementation of premium technical support projects for VK Tech Products. Responsibilities: - Management of technical support projects - Control of request processing and SLA execution - Management of communications with clients and internal teams - Regular meetings with client representatives (remote and in-person) - Escalation management - Collection and analysis of technical support statistics, preparation of service quality reports - Incident management - Ensuring target SLA, CSAT, and RR indicators for assigned clients - Creation, development, and optimization of technical support processes - Organization of interaction between departments - Formalization of tasks for internal teams - Maintaining reporting on the project, meeting outcomes, and communications

Higher technical education in IT General understanding of software architecture, server, and network equipment ITIL / ITSM certification Understanding of the task management lifecycle Experience in technical support (L1/L2/SM/PM) Knowledge of project management principles Experience in forming and managing SLAs Knowledge of Jira, Confluence, Service Desk Excellent communication skills, client focus, stress resistance Ability to work with reporting and documentation

Location: Russia, Moscow / St. Petersburg Work format: remote / hybrid in Moscow / hybrid in St. Petersburg Salary range: 140 - 230k RUB (TK) / 180-280k RUB (IP) (depending on level)