Directions: Software Development | Location: Sofia | Personal recruiter: Ani Vladimirova | Technical level: Senior

About Company:

Looking for an exciting opportunity to join a vibrant and dynamic team of professionals and work for a reputable international company? We, at SoftServe, believe that the biggest treasure we have is you!

SoftServe — is a global IT company specializing in software development and consultancy services. Since 1993 we’ve been partnering with organizations from startups to large enterprises to help them accelerate growth and innovation, transform operational efficiency, and deliver new products to market.

Currently, we have a strong team of more than 7000+ across the Globe. We build and maintain a collaborative relationships with our clients so we can really understand their needs and deliver intuitive software that exceeds their expectations. Our experience stretches from Cloud, Security, and UX Design to Big Analytics and the Internet of Things.


  • Knowledge of ITIL Framework (ITIL v3 Foundation Certification Training)
  • Knowledge of Support Levels and how they cooperate to deliver services
  • Knowledge of setting up tickets handling workflow
  • Basic knowledge of Network Monitoring Systems
  • Expert in Technical Writing (workflow documentation, runbooks, KB Articles creation)
  • Strong knowledge management and analytical capabilities
  • Problem solving and negotiations
  • Multitasking
  • Decision making
  • Leadership


  • Provide support solution for the customer based on ITIL framework
  • Ability to evaluate current situation, propose and implement improvements
  • Ability to define a strategic plan for the project
  • Identify and mitigate risks
  • Set up new processes using the RACI model
  • Supervise support team operation
  • Coordinate create/update of the education program for newcomers
  • Track employee performance and conduct regular performance reviews
  • Quality control: define KPI’s which should be measured in order to achieve continuous service improvement and make sure that defined KPIs are met
  • Ensure that team members adhere to clients’ specifications in the course of production to guarantee client satisfaction
  • Act as main Escalation point for customer
  • Coordinate creation/update of workflow documentation, runbooks, Knowledge Base articles
  • Communicate with customer/other technical teams to set up new processes or adjust existing ones
  • Ensure that members of the operations team adhere to company rules and work ethics

As a Plus:

  • Previous experience in financial domain(understanding of security regulations and controls)
  • Overall understanding of security standards and other compliances (e.g. ISO/IEC 27001, GDPR, etc.)
  • Ability to maintain documentation for security audits
  • UK/US visa)

We Offer:

  • Challenging and interesting projects for Fortune 500 companies
  • Competitive salary
  • Certification center and language school
  • Individual career path with clear requirements for professional development and career growth
  • SoftServe has one of the best learning and development programs. Every our employee joins the specifically designed Abiliton program which provides all the necessary tools for you to fulfill your potential
  • Additional health insurance with the option to add relatives
  • Free gym, sauna, big swimming pool, yoga classes, and office massages
  • Team buildings and corporate parties
  • Flexible working hours
  • Zen Area for relaxing and chill out
  • Gaming Area with Table tennis, X-box, poofs, football table in the office along with free drinks
You can apply here