IFS

Site Reliability Engineer

IFS

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇱 Poland

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

AnsibleAWSAzureCloudDockerITSMKubernetesLinuxMS SQL ServerOracleServiceNowSQLTerraform

About the role

  • Manage an incoming queue of cases, incidents and service requests within SLA and KPI targets within the Unified Support team operating in a three-shift pattern (early, day and nightshift)
  • Support the event management team and their work to enhance the related event processes and tools.
  • Performing triage to assess and correctly route incoming incidents and service requests.
  • Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents.
  • Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
  • Provide initial RCA for long, complex or major incidents for customer incidents.
  • Support the problem management team in performing post-mortems, producing incident timelines and identifying corrective actions.
  • Support, or perform, the implementation of corrective actions from the problem management process.
  • Resolving non-standard requests.
  • Provide ongoing feedback to improve the service request process.
  • Support the automation team in creating and enhancing the tooling and documentation for standard service requests.
  • Perform operational items within the service transition process for new and updated products.
  • Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.
  • Understand and perform processes assigned to other Service Center functions in case the access restrictions are applicable.
  • If needed be on call to support shift teams and respond to incidents and emergencies
  • Comply with IFS policies and fulfill other tasks assigned by the Operations Manager's

Requirements

  • Academic degree or formal qualification in Computer Science, Information Technology or similar
  • At least 3 to 4 years’ experience in cloud computing services, enterprise IT service delivery or a similar role with good knowledge in methodologies and best practices.
  • The ideal candidate will have advanced knowledge of 1/3 to 1/2 of the following skills: Microsoft Azure service administration and operations (or AWS) AND / OR Networking design and administration AND / OR Oracle database administration AND / OR Microsoft SQL Server administration AND / OR Windows Server administration AND / OR Linux Server administration AND / OR WebLogic Server administration AND / OR Kubernetes / Docker operations and administration AND / OR Terraform / Ansible / PowerShell scripting usage AND / OR Experience in a modern ticket / service desk tooling such as ServiceNow, Jira Service Desk, or a similar ITSM tool is desirable.
  • Ability to work in a three-shift environment
  • Experience in ITIL, ISO 20000, or a similar service delivery framework is an optional value add.
  • Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape with a can-do attitude.
  • Very good English language skills verbally and in written to be able to discuss complex technical topics.
Benefits
  • Mobile working and flexible working time models
  • 26 vacation days, as well as additional paid vacation days for your own birthday and voluntary work (CSR)
  • Private medical care, multisport card, life insurance
  • Individual support through regular health promotion and the compatibility of work and private life and much more are part of our company practice

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
cloud computing servicesMicrosoft AzureAWSNetworking designOracle database administrationMicrosoft SQL Server administrationWindows Server administrationLinux Server administrationKubernetesDocker
Soft skills
ability to work in a three-shift environmentself-learningcan-do attitudecommunication skills
Certifications
academic degree in Computer Scienceformal qualification in Information TechnologyITILISO 20000