Devire is an international company specializing in recruitment, outsourcing and employer branding services. For more than 30 years, we have represented leading employers on the European market, by carrying out comprehensive recruitment projects, implementing the latest solutions in the area of IT services and by supporting in building the image of the employer of choice.

Our offices are located in Warsaw, Wroclaw, Poznan, Katowice as well as Munich, Frankfurt, Prague and Hradec Kralove.

Incident Manager

Location: Cracow

Devire Outsourcing IT is a form of a partnership dedicated to self-employed IT specialist, executing projects for our Clients - leading IT Companies bringing innovations and newest resolutions to market.

Our Client is the worldwide leader in IT, networking, and cybersecurity solutions. The company helps companies of all sizes transform how people connect, communicate, and collaborate.

Currently, for our Client, we are seeking an Incident Manager to join a Cloud Operations Team in Cracow.

 

What You'll Do

• Understand and meet customer agreements (SLO/SLA/commitments)
• Follow and participate in the improvement of established team processes
• Identify and adhere to cost reduction measures through continuous improvement and innovation
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Actively share/develop innovation and automation for continued improvement
• Provide management coverage and guidance on all P1, P2, and other high visibility incidents:
• Notify the management team through an e-page or appropriate mailer with the incident number and bridge information within mutually agreed service level objectives
• Provide internal and external executive level updates to all stakeholders
• Ensure incident team has an active voice and is driving the troubleshooting
• Collaborate with cross-functional teams (AS, TAC, etc) to ensure unified messaging to customer
• Assist with the development and delivery of RCA through collaboration with cross-functional teams when necessary
• Proactively identify and collaborate on issues that need to be escalated to Problem Management
• Work on complex problems where analysis of situations requires an in-depth evaluation of factors
• Participate in an on-call rotation with other Incident Managers
• Act as queue manager to ensure incidents have an owner as needed
• Assist Operation Managers with daily management tasks
• Refine/Improve Incident processes to drive the team towards SLO goals and to ensure the repeatable customer experience
• Participate in incident ticket reviews to provide ongoing feedback to the Incident Team
• Participate in the development and delivery of regular service reviews
• Serve as an escalation point for both technical and political customer escalations

Who You Are

• AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre
• 2-5 years’ experience in a team leadership role while acting as a liaison with external/internal customers
• Foundational knowledge on routing and switching protocols
• Foundational knowledge on Cisco Data Center Compute platforms like UCS Blade & Rack Servers
• Foundational knowledge on Cisco Data Center platforms including Cisco Nexus (including ACI mode and supporting APIC), Catalyst switches, ASR routers
• Foundational knowledge of Cisco and Industry Cloud computing (i.e. Openstack, VMWare and AWS), Virtualization, and Storage
• Foundational knowledge of Orchestration tools similar to Networking Services Orchestration (NSO) and Elastic Services Controller (ESC)
• Broad understanding and/or experience with L2-L3 networking, data center, and security technology, sufficient enough to understand customer solutions, topologies, and interactions with higher networking layers.
• Ability to solve network issues and isolate problems
• Deep understanding of Incident & Change Management process
• Great teammate with good communication skills in both written and spoken format, also fluent in English

Additionally (nice to have)

• Experience with Mobile Packet Core and 4G/5G fundamentals
• Network Automation/Orchestration skillsets in frameworks and toolsets, including Cisco Network Service Orchestrator (NSO) or Tail-f NCS or ESC
• Network Programmability skillsets in Software Defined Networking (SDN), REST APIs, NETCONF, YANG, JSON, and XML
• Programming experience in Python
• Administration skillset with Openstack
• Experience with Docker and other container management
• Extensive hands-on experience with Linux operating system and scripting

Our Client offers:

• Salary based on B2B contract (via Devire)
• Long-term employment
• Working for a leading corporation with a stable market position
• Working in the international environment
• Opportunity to make a real impact on business development