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Operation Manager for Support Team

Deutsche Telekom IT Solutions Slovakia

Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: From 1 000 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1000€ brutto.
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

Purpose
Interface between SC OPM/SDM/Service Owner (Customer) and operation in defined field in order to keep quality of the production.
We are looking for an experienced / Senior Operations and Support Manager who will coordinate our support and maintenance team for an agile implementation of a statistical data science platform. As first point of contact for support and maintenance activities, you will be responsible for maintaining the third level processes, steering the resolution of production incidents and problems, ensure proper communication with the customer as well as proper documentation of the incidents and activities of the team. You will also be responsible for keeping the agreed SLA and communicate potential SLA risks and violations in a timely manner with the project management and according development streams.

WHAT IS WAITING FOR YOU?
• You ensure with your team (~5 people) the production system is running and incidents handled in a diligent manor to ensure KPIs agreed
• Lead the third level support and maintenance activities within the running project and for production, incl. definition and amendment of relevant processes
• Closely collaborate with the development and testing teams to identify root-causes of incidents
• Document best practices and workarounds to enable the 1st level support team
• Support planning of required hot-fix release and maintenance releases; act as SPOC for all issues raised on production and plan issues resolution together with development and testing
• Ensure adequate communication with our customers on incidents resolution or interim workarounds

WHAT IS YOUR STACK?
• DevOps, CI/CD, ITIL
• GitLab, Jira, Confluence, Ansible, Artifactory, SonarQube, Python, Docker, Kubernetes, Hadoop, HBase, Kafka, NiFi, Camunda, Databricks, Cloudera

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

WHAT ARE WE LOOKING FOR?
• 5+ years working experience as Service Manager within a large-scale enterprise incl. demonstrated knowledge of incidents in a time critical environment
• Good knowledge of ITIL processes, preferably OSA or Service Operations and the ability to continuously evolve the applied processes
• Strong service experience with process management, improvements, and reporting
• Experience in leading and managing an international team
• Ability to collaborate and communicate across departments, vendors, and business units to ensure process adherence
• Ability to analyze, critical reasoning, problems solving skills and having the ability to manage complex situations, maintain a helicopter view and yet go into details, if needed
• You have extensive experience dismantling legacy systems while moving organizations onto modern technology stacks
• A true team player who likes to contribute and benefit from working with others
• Creative problem-solving ability and sound judgment – ability to use own initiative and take responsibility for decisions
• Strong spoken and written communication skills in English (German is a plus) combined with very strong client service orientation and willingness to travel (currently

Advertiser

Brief description of the company

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in January 2006 under the name T-Systems Slovakia and has been inextricably linked with this region ever since. We proved this the very next year, when we became one of the founding members of Košice IT Valley association.

Over the last decade, we have managed to grow from scratch to being the second largest employer in the eastern part of the country. At the same time, with more than 3,900 employees, we are one of the top fifteen largest employers in Slovakia. Thanks to our highly qualified and motivated employees, we are the company with the fastest growth in added value within the IT industry in Slovakia. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative services.

The company under the brand T-Systems Slovakia s.r.o. has defined its mission as follows: "We give IT meaning".

As part of our strategic activities, we are transforming our company into a modern information and communications technology services provider stepping towards a future based on digital technologies. We implement these steps to move our business from a project-driven model (where we supply the required number of IT experts based on our customer's requirements) to an innovative and product-oriented company model (where we supply and manage products and services during their lifecycle at the customer).

We believe that such a transformation can succeed with the right employees who are constantly developing their skills and thus contributing to the professional image of our brand in the market.

Number of employees

1000 and more employees

Contact

Contact person: Ing. Lenka Kiššová
E-mail: send CV