Service Operations Specialist

2 weeks ago


Helsinki, Uusimaa, Finland LeadDesk Full time

About Us

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We'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.

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Your Role

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  • 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.">
  • You will collaborate closely with engineering, product, and support teams to troubleshoot, resolve, and prevent service disruptions.">

Key Responsibilities

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  • Take responsibility as the assigned on-duty engineer/officer during scheduled shifts, ensuring service reliability and prompt incident response.">
  • 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.">

What We Offer

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  • A key role in company operations with significant access and responsibility for systems.">
  • A base salary + compensation from on-call shifts, and employee benefits.">
  • The opportunity to gain knowledge of maintaining business-critical and highly available infrastructure.">
  • A truly international experience working with talents of multiple nationalities.">
  • A publicly listed SaaS company that develops its own technology.">

About You

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  • 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.">
  • 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.">


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