Capgemini Infrastructure Outsourcing Services is one of the biggest outsourcing service providers in Poland. IOS has achieved great success and grown rapidly since the establishment of our first service center in Krakow six years ago. In 2006, we opened a second center in Katowice. Today, our team of 1,600 professionals delivers IT outsourcing services to 40 clients in 20 languages.
Currently, to our Infrastructure Outsourcing Services Centre in Katowice we are looking for candidates for the position of:
IT Supervisor
Place of work: Kraków
Ref. no IS/KRK/12
Job Description:
- Act as the central point of contact and escalation for a wide range of infrastructure and business service support issues, both reactively to resolve incidents and proactively to manage scheduled service outages. Operating 24x7 on a global scale
- Use the business service management tool set to prioritize incident resolution based on commercial impact. Act as incident owner for all these issues and use an incident management system to track all corrective actions taken
- Escalate to third line and third party systems support teams as required, follow instructions from these third party support teams
- Perform scheduled systems checks round the 24 – hour cycle and daily support handover at the beginning and end of every shift
- Record complete and accurate information in the shift log for each critical alert received during shift
Candidate's profile:
- Knowledge of Incident reporting packages
- Team player with ability to work under pressure
- Knowledge of ITIL processes
- Previous experience in operations arena will be an asset
- Exposure to monitoring systems will be an asset
- Experience of service monitoring will be an asset
- A broad understanding of the elements that comprise the enterprise IT infrastructure is required.
- These elements include the following: Server hardware, Operating systems (Windows 2003/2008 Sever, Unix, Linux, AS/400, Mainframe), Network Protocols (TCP/IP, SNMP/MIB, DSN, DHCP), Databases (MS SQL, Oracle 9i)
- Excellent oral and written skills, as communicating concisely over the phone is a core component of the job, as is incident reports, technical documentation, and distributed information emails will be also be required regularly from the team
- Availability to work on a rotating 24-hour shift pattern, including night shift
- Flexibility to provide cover outside the shift pattern for other team members
- Ability to work proactively and productively when unsupervised
- Ability to form part of a cohesive team with collective responsibilities
- Fluent English
- Prior experience on a 24-hour operational support team
- Prior experience working with business service management tools and/or in a Data Center Services environment
- A strong commercial focus is desirable in order to keep sight of the business objectives and understand business impact of issues, especially in multi client environment
What do we offer to the candidates:
We offer a competitive salary and benefits package, a supportive international team environment and the opportunity to develop your career with one of the world’s most respected outsourcing companies.
