Service Operations Engineer

Job title:

Service Operations Engineer

Company

LeadDesk

Job description

Join the Team That Keeps LeadDesk at Its Best!Hi! I’m , a Talent Acquisition Specialist at LeadDesk. Along with , our Site Reliability Manager, we’re looking for a Service Operations Engineer to join our Site Reliability team in Helsinki.As a Service Operations Engineer, you’ll be the go-to expert when things go wrong-and the reason they go right again! You’ll handle 2nd and 3rd level support, investigate deep technical issues, and proactively improve system reliability. Besides your teammates in SRE-team, you will collaborate closely with engineering, product, and support teams to troubleshoot, resolve, and prevent service disruptions.About LeadDeskWe’re a leading European provider of cloud-based contact center solutions, ensuring seamless customer operations. Our Site Reliability Engineering (SRE) team is at the heart of keeping our platform stable and scalable.What’s in it for you

• Key role in the company operations: in bigger companies, employees may never get as much as access and responsibility for their systems.
• Base salary (EUR 3000-3700) + compensation from 24×7 shifts, and employee benefits. You’ll get more details on the compensation from Laura during the process.
• Opportunity to gain knowledge of maintaining business-critical and highly available infrastructure and get specialization in telco.
• Publicly listed SaaS company that develops its own technology.
• Truly international experience working with talents of 27 nationalities in 8 countries: you’ll be working with a multicultural and diverse group of colleagues.

Key Responsibilities:

• Take responsibility as the assigned on-duty engineer/officer during scheduled shifts, ensuring service reliability and prompt incident response. Shifts rotate among team members and start and end on Mondays.

• Participate in an on-call rotation, responding to critical alerts, incidents and calls from the LeadDesk emergency line outside business hours.

• Troubleshoot and resolve third-level technical support issues.

• Investigate service disruptions, identify root causes, and implement fixes or improvements.

• Maintain and enhance monitoring systems and incident response documentation

• Collaborate with development and infrastructure teams to enhance reliability, performance, and scalability.

• Document incidents, troubleshooting steps, and best practices to improve operational efficiency.

• Contribute to automation efforts to reduce manual work in repetitive operational tasks.

Work Arrangement:

• On-duty shifts (Mon-Fri 9:00-17:00) are conducted at LeadDesk HQ in Helsinki (roughly 2-3 weeks a month)
• On-call shifts (Mon-Fri 17:00 – 09:00, Sat-Sun 00:00 – 24:00) are fully remote and occur approximately once a month
• Outside of on-duty and on-call shifts, hybrid work model is in place.

What success looks like in this roleIdeally, after the first 4 months, you’ve:

• Acquired sufficient knowledge of LeadDesk’s infrastructure.
• Deployed LeadDesk services to production.
• Been able to take part in your first On-call shift.

This is where the match happensMust-haves

• Minimum of 1-2 years of experience in an SRE, System Administration or Tier 2 or higher technical support role
• Basic experience with Linux systems.
• Ability to work under pressure and handle multiple high-priority incidents effectively.
• You are confident in handling critical tasks independently and taking responsibility.
• Comfortable working in a team and in an office environment.
• Willingness to participate in on-call rotations
• Good communication skills with professional fluency in both spoken and written English.

Nice-to-haves

• Scripting or programming experience (Bash, Python, Perl or similar)
• Understanding of networking concepts
• Experience with public cloud services (e.g., AWS, Azure).
• Familiarity with monitoring tools (e.g., CheckMK, Prometheus, Grafana) and logging tools (e.g., Kibana, ELK, Loki)
• Windows administration experience.
• Experience with containerized environments (Docker, Kubernetes)
• SIP, WebRTC, or/and VoIP experience.

Practicalities

• Your location: Helsinki
• Work model: primarily on-site at HQ with occasional remote days
• Start date: As soon as possible
• Employment period: permanent and full-time
• A valid work permit in Finland is required
• Compensation: base salary EUR 3000-3700/month + compensation from on-call shifts.
• A limited security clearance by the Finnish Security Intelligence Service (SUPO) will be carried out as part of the recruitment process.

What’s nextWe can’t wait to meet you! We are actively reviewing applications on a rolling basis-apply today or latest on April 5th.For more information, please reach out to Laura from the Talent team by email: laura.honkanen (at) leaddesk.com.LeadDesk brieflyAt LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Every year, our AI-powered platform connects more than 500 million customers with call center agents.When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1.We welcome people from all backgrounds and walks of life, which is reflected in our diverse community of Leaders. As an employer, we’re committed to providing equal opportunity for all employees and applicants.

Expected salary

€3000 – 3700 per month

Location

Helsinki

Job date

Sun, 16 Mar 2025 00:58:32 GMT

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