Job Description AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards. If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you! WHAT YOU WILL DO - Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment; - Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support; - Track KPIs and SLAs, providing regular performance reports and insights; - Act as the main escalation point for high-priority issues affecting platform stability and performance; - Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes; - Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution; - Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements; - Continuously enhance support processes to improve efficiency and customer satisfaction; - Serve as a bridge between the support team and other business units, ensuring clear communication and alignment. MUST HAVES - 3+ years of experience in Project Manager roles; - Proven experience managing IT support teams in a 24/7 environment; - Experience working with technical support for e-commerce platforms & pure retail brands; - Strong knowledge of incident management, ticketing systems ( e.g., Jira ), and escalation processes; - Ability to define and track performance metrics ( KPIs, SLAs, MTTR, etc. ); -Excellent organizational and team leadership skills; - Strong communication and stakeholder management abilities; - Experience with postmortem analysis and continuous improvement initiatives; - Working across multiple clients is a bonus, as is experience with an agency; - Upper-Intermediate English level. NICE TO HAVES - Familiarity with DevOps processes and cloud platforms; - Experience implementing automation for support processes; - Previous experience working with distributed/remote teams. THE BENEFITS OF JOINING US - Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps. - Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities. - A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands. - Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive. Your application doesn't end here! To unlock the next steps, check your email and complete your registration on our Applicant Site . The incomplete registration results in the termination of your process. Requirements 3+ years of experience in Project Manager roles; Proven experience managing IT support teams in a 24/7 environment; Experience working with technical support for e-commerce platforms & pure retail brands; Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes; Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.); Excellent organizational and team leadership skills; Strong communication and stakeholder management abilities; Experience with postmortem analysis and continuous improvement initiatives; Working across multiple clients is a bonus, as is experience with an agency; Upper-Intermediate English level.