Verita HR Polska is created by professionals with an innovative approach to recruitment and a passion for new technologies (entry number in register: 5694). We provide services in the field of human resource management projects - including recruitment services at all levels of management, employer branding and outsourcing. We are currently looking for a candidate in the following role:
DevOps Service Manager (SQM)
Resposiblities:
Support a Service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within Digital
Ensure best in class end-to-end service delivery through day-to-day interaction with IT and Product teams by building and maintaining great working relationships across all internal and external stakeholders
Ensure our IT Services exceed expectations by supporting and promoting a culture of DevOps metrics and measuring and reporting on the KPIs and SLOs
Streamline the current ITSM processes to be fit for an Agile way of working. Challenge any cumbersome and inefficient practices
Promote the Ops in DevOps to ensure all Smart Channels teams understand their role in operating a production service
Focus on operational assets of technology, promote the use software instead of people to run operations
Take responsibility for improvement processes to optimise service reliability
Review business satisfaction levels with the Business and Markets
Record and publish services performance against stated service quality attributes and take responsibility for responding proactively to deviations from agreed quality standards
Facilitate regular performance tuning reviews ensuring all stakeholders understand the need for accurate performance planning and the costs of resources provided to meet business demand. Measure and manage performance and variances from plan. Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs
Be the critical change approver for all high impact changes affecting the service and its dependencies. Continually enhancing and streamlining the change process
Identify any necessary changes to the contingency / resilience requirements of our services. Participate in the regulatory DR tests
Be the primary escalation contact for high impact incidents. Drive incident resolution to conclusion and ensure retrospectives are held and all follow up actions are agreed and owned. This may involve occasional work outside of normal hours including weekends and bank holidays
Ensure the IT Service is meeting expectations by supporting and promoting a culture of continuous monitoring
Being accountable for the Service Excellence and Problem Management processes
Requirements:
Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
Preferred Certification : ITIL Expert / Certified Agile Service Manager / Certified Agile Process Owner
Experience with ALM tooling such as App Dynamics, New Relic, Splunk, JIRA and Confluence
Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management Excellent analytical, problem solving and decision making skills
Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk
A passion for automation, innovation and problem solving
Experience working in a DevOps environment
Offer:
Stable job in professional team
Competitive salary
Interesting path of career in an international organization
Consistent scope of responsibilities
Private health care, employees' benefits
An unique challenge to work with comprehensive IT platforms and technologies
