Possible locations
  • Bialystok
  • Bydgoszcz
  • Czestochowa
  • Gdansk
  • Gliwice
  • Katowice
  • Kielce
  • Cracow
  • Lublin
  • Lodz
  • Pila
  • Poznan
  • Rzeszow
  • Szczecin
  • Torun
  • Warsaw
  • Wroclaw
  • Remote work
Technologies & tools
  • ITSM
  • ITIL
  • L1/L2/L3 support

We are looking for a Leader who will support our Client in shaping the automotive world with a significant reduction in road accidents and collisions. responsible for leading a multi-disciplinary team specializing in supporting engineering tools – for a safer, greener tomorrow and autonomous driving solutions.

Your role

  • Lead a team of L1,L2,L3 support technicians ensuring high-quality service delivery and adherence to SLAs
  • Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations
  • Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service-level targets
  • Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations
  • Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements
  • Provide guidance and support, including coaching, training, and performance management
  • Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication
  • Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship

Your skills
  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum of 5 years of experience in IT service management, with a focus on managing L1 and L2 support teams
  • Supporting at least 2 of GIT, GERRIT, Jira, Jenkins, Kubernetes, Docker, Artifactory, Polarion, Doors, and Datadog tools in current or previous projects
  • Practical knowledge of ITSM processes e.g. ITIL
  • Strong familiarity with IT automation technologies such as Terraform, Ansible, Chef, Puppet, cloud formation
  • Proficiency in Cloud Infrastructure (AWS) is a distinct advantage
  • Experience in the development of automated configuration management processes and procedures (preferably in the automotive industry)
  • Knowledge of Agile frameworks: Scrum, Kanban, or XP
  • Excellent written and verbal communication skills in English

Job no. 240417-P0UUJ

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