Service Delivery Leader [rekrutacja online]

About the project

Software Configuration Management tribe is looking for the SCM Service Delivery Leader.

SCM tribe is facilitating CI/CD/DevOps related automation and processes for Mobile Network Business Group. We are delivering MN wide services and provide Continuous Integration frameworks for multiple units, including Central CI for the final SW product of Mobile Networks.

We are responsible for keeping continuity of integration on multiple levels and designs/planning/implementation of MN wide solutions.

 
Responsibilities 

• identifying, initiating, and analyzing the process of escalation in SCM, based on the criteria that have already been specified by the company.
• linking the task of escalation with incident records, identifying the most suitable service providers, and finding customer management services for the qualified tasks.
• assembling the team responsible for escalation management and this includes the problem owner, the incident owner, and all other professionals in the SCM areas of expertise.
• establishing the most accurate expectations from the process of escalation and enforcing some relief to the customers who had escalated the issues.
• coordinating with the customers who have had issues and developing an escalation plan as per the requirements.
• initiating an escalation process according to the incident management process which includes all senior authorities and also asking them for their support if there is a need for that
• updating and having a process of storing the escalation records at each stage. This should include updating the same information in the management data, and also reviewing and adjusting the issues accordingly.
• informing the customers of all the escalation performance metrics and reviewing the root cause of escalation with the aim of improving the escalation procedures and also maintaining the compliance with the regional as well as corporate policies.

Requirements 

• problem-solving abilities
• meet the specific service level agreements
• exceeding initial response – IR
• be able to do budget management
• be able to manage a team
• expertise in staff handling abilities
• performance management abilities
• experience with DevOps theory and practices is an advantage

Technologies 

• GIT/SVN
• YOCTO
• Jenkins
• Zuul
• Docker
• Kubernetes
• Openstack
• Artifactory
• Jira/Service-Now
• MS356 Office Suite