Drupal Support Lead (Ukraine)

Job Description:

We are seeking an experienced Service Lead to join our RDT IT Team and lead the DIA Web Run Support Service, which is responsible for the operation, support, maintenance, and continuous enhancement of the RDT IT DIA Web product.

The primary responsibility of this role is to ensure the effective operational management of the service. This includes leading daily stand-up calls, monitoring and coordinating all Incidents, Service Requests, and Enhancements through the dedicated ServiceNow dashboard, and ensuring timely resolution and communication across teams and stakeholders.

The selected candidate will be accountable for ensuring service delivery meets expected SLAs, timelines and quality standards, as well as for the monitoring and reporting of end-to-end solutions provided by an external vendor. The Service Manager will report directly to the Global Run Operations Team Lead and the RDT IT Web Product Owner.

Key responsibilities:

• The candidate must be able to develop a strong understanding of business needs and the overall platform ecosystem (DRUPAL) (including both technical and non-technical aspects of the Web area) to ensure that the solutions delivered by the Web Run Team meet customer expectations

• Overseeing the accurate and efficient approach, management and delivery of all Incidents, Service Requests, and Enhancements recorded in the Web Run Service dashboard

• Monitoring and evaluating service methodologies, processes, and operational solutions to identify potential misalignments and report or implement corrective actions as needed

• Lead daily stand-up meetings, review the complete list of active tickets, and provide direction to the team on the optimal approach for resolving each issue efficiently and effectively

• Set up the ticket priority and plan the team schedule according to the business needs

• Ensure that both internal stakeholders and external ticket requesters are properly informed about expected resolution times and outcomes

• Proactively identify challenges and blockers in ongoing issues and support the team with actionable solutions to ensure timely resolution

• Manage and sustain an effective partnership with the vendor through regular communication, including weekly meetings focused on collaboration and continuous improvement of service quality and delivery

• Escalate high-complexity issues, when required, to: IT Web Tech Lead (1), Global Run Operations Lead (2), Web Product Owner (3).

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science or a related field
• Web development experience including Backend and Frontend skills
• CMS knowledge and experience (Drupal preferred)
• Strong written and verbal English communication skills
• Proven experience in team leading/project management
• Understanding of a variety of digital development approaches and technologies
• Experience with integrations with external services (Salesforce, Mulesoft, Cloudflare, etc.)
• Experience in large projects with massive audience and high traffic volume
• Experience with multicultural and international teams
• Ability to generate performance reports and deliver presentations to stakeholders
• Deep understanding of market trends, customer needs, and the competitive landscape within and around Web Technology and Support
• Proven ability to lead and motivate cross-functional teams.

What you will love about working here?

• We care about all our employees and want them to feel as comfortable as possible. That's why we offer them health insurance from the first days, regardless of the probationary period
• The gift from the company - Christmas holidays from 25 December to 31 December
• Сooperation with Superhumans center and Veteran HUB. Capgemini Engineering has supported the launch of psychological rehabilitation department of Superhumans. Our team also donnated over UAH 500 000 prosthetics for three Ukrainian defenders. Currently, we support psychological counseling provided by the Veteran Hub, and we have implemented a internal policy making the company friendly to military and veterans with the assistance of the Hub.