We are looking for a Director of Support (SberWorks) at Sber.
The SberWorks tribe is responsible for the development and support of the production process at Sber. The tribe's main goal is to provide the Bank's teams with tools and services for efficient software development.
Responsibilities:
- Ensure the uninterrupted operation of automated systems throughout the SberWorks tribe.
- Control the availability and fulfillment of SLAs for all supported automated systems. Ensure the formation and submission of reports.
- Ensure incident response: team mobilization, communication, resolution, post-incident analysis.
- Organize and conduct incident commissions and other ceremonies directly related to support processes within the SberWorks tribe.
- Ensure the execution of emergency drills and other activities related to the automated systems of the SberWorks tribe.
- Lead the "Support" direction within the framework of the OneWork platform development, being responsible for the customer journey for support requests.
- Develop and adapt support processes, solve interaction tasks between teams within support processes.
- Implement AI and neural network-based solutions for predicting failures, automatic incident analysis, and optimizing support processes.
- Define a unified technical policy for operation and implement solutions for the availability, scalability, and security of IT services.
- Directly manage the 1st Level Support team (20 employees) and the on-duty shift (15 employees), resolve administrative issues of the department, manage escalations from teams and clients.
- Recruit, motivate, and appraise employees, build career paths, and form a talent pool.
- Establish interaction with external and internal suppliers/projects and regulators (SberInfra, SberTech, DIR, etc.).
Requirements:
- Higher technical education (preferably IT, cybersecurity, telecommunications).
- Experience managing teams of 15-20 people (or functional leadership).
- 10+ years of experience in support, operations, DevOps, SRE.
- Leadership and results orientation. Ability to work in conditions of high uncertainty and pressure.
- Excellent communication skills (including with customers, security, auditors). Structured thinking, analytical mindset.
- Experience in building incident and problem management in a large team.
- Solid knowledge of ITIL/ITSM.
- Knowledge of principles for building fault-tolerant and distributed systems.
- Knowledge of CI/CD infrastructure (Jenkins, GitLab CI), artifact repositories (Nexus, Artifactory).
- Experience with Docker, Kubernetes, OpenShift.
- Experience with LLMs (ClaudeCode, Codex, Cursor, etc.).
- Understanding of AI agent principles.
The company offers:
- Hybrid work format.
- Annual bonus and annual salary review.
- Extended voluntary medical insurance from day one and preferential insurance for family.
- Sber Corporate University, internal educational platform, participation in IT conferences.
- Office with a quay view, relaxation areas, and a gym.
- Flexible discount on mortgage loans, equal to 1/3 of the Central Bank's key rate.
- Prime subscription with sharing option for three close individuals, discounts from partners and services of the group of companies.
