Techlead / Senior technical specialist

General Role Description

The IT Service Lead is responsible for building and ensuring the efficient operation of the company’s technical support function and internal IT infrastructure. This role manages a team of IT support specialists and ensures the stability, security, and availability of the company’s IT services, compliance with SLAs, and a high quality of service for both internal and external users.

The role requires technical expertise, leadership skills, strategic thinking, the ability to design or transform support and automation processes from scratch, and a strong service-oriented mindset.

• Design and optimize IT architecture; manage IT infrastructure.
• Ensure security and uninterrupted operation of internal systems and user equipment (VPN, network configuration, asset management).
• Control system updates, backups, access management, and IT asset tracking.
• Monitor system availability, manage incidents and ticket resolution.
• Develop and operate user support processes (1st and 2nd line), task distribution, and priority management.
• Collaborate with external providers and vendors.
• Participate in automation projects for internal processes.

• Develop and maintain internal technical documentation, procedures, and knowledge bases.
• Implement and monitor adherence to IT standards, procedures, and regulations.
• Ensure IT compliance and required certifications (PCI DSS, ISO 27001).
• Oversee logging, monitoring, and security incident management.
• Support sanctions screening and technical implementation of regulatory requirements (AML/KYC/PSD2).

• Monitor KPIs (CSAT, NPS, ART/Average Resolution Time, FCR/First Contact Resolution, backlog, response time).
• Maintain regular reporting on ticket volume, request types, and incident categories.
• Conduct regular QA evaluations and team training.

• Collect, structure, and analyze IT data; generate reports.
• Initiate and implement automation initiatives.
• Optimize use of the ticketing system.

• Recruit, train, and develop the IT support team.
• Implement KPI-based performance evaluations for team members.
• Drive the development of the support function.
• Increase automation of standard processes.
  

• Higher education in IT, engineering, cybersecurity, or a related technical field.
• Certifications (e.g., CompTIA, Cisco, ITIL, ISO, Microsoft, Linux) are a plus.
• Fluency in English, Russian, and Latvian.

• 4+ years in IT support or infrastructure roles, with at least 2 years in a team lead or management role in a tech or fintech company.
• Experience in a payment company, PSP, bank, fintech, or SaaS environment.
• Proven experience in IT infrastructure design and management.
• Experience establishing support processes and implementing SLAs/Service Desk.
• Hands-on experience with APIs, gateways, CRM systems, REST/SOAP, databases.
• Practical experience in Linux/Windows administration, networks, and cloud infrastructure (AWS, Azure, GCP is a plus).

• Proficient in support tools: ticketing systems (e.g., Jira/ServiceDesk), monitoring tools, and remote access.
• Knowledge of key protocols and technologies (HTTP, TCP/IP, DNS, VPN, SFTP, etc.) and certifications (e.g., PCI DSS, ISO 27001).
• Understanding of payment system architecture and security requirements.
• Strong communication skills, attention to detail, customer-focused mindset.
• Leadership qualities, goal orientation, and ability to work in a dynamic, cross-functional environment.
  

• A position in a fast-growing fintech company
• Chance to build processes from scratch and actively participate in strategic product and service improvement projects
• Mentorship and support from the team and the CTO
• Development opportunities 
• Modern office located in the city center

Send your CV in tg @recruitnasty