We are currently seeking candidates for the position of:

Technician 1st/2nd Line Support
Location: Krakow (Poland)

Infrastructure Management Control Centre (IMCC) the operational centre of the future where all the skills of 1st & 2nd Line support teams come together, complimented by the process teams managing change, incidents and problems. The IMCC is designed to support a group of multinational clients covering all server technologies, utilising the latest automation software techniques. Continuous training and skills refresh keep the IMCC Technicians at the forefront of service delivery, backed up by 3rd Line expert specialist in the UK.

The Krakow IMCC requires proactive, committed Support Analysts to work on a 24 hour * 365 day basis delivering large complex Outsourced Customer I.T. systems with hardware based in the UK and users operating world-wide.

Activities:

  • Monitoring and supporting the infrastructure, application systems, batch schedules; ensuring that processing deadlines and on-line service windows, as detailed in the service level agreements, are delivered and supported to the highest quality.
  • Raising and referring service incidents, managing all priority one calls through to resolution according to IMCC procedures. Ensuring all work is completed in accordance with Client and Capgemini procedures.
  • Responsible for 1st & 2nd Line investigation, analysis and recovery from service incidents, involving 3rd line support teams to resolve service errors and job failures before SLA's are breached.
  • Responsible for maintenance, deployment and completion of backup services, and the technical skills to support the software.
  • Involved in continuous service improvement projects, reviewing all services provided by the IMCC, making recommendations to reduce failures and to improve the reliability of the service.
  • Creating service reporting information for Clients and Capgemini service delivery managers.

In addition, more senior positions will involve the responsibility for:

  • Ensuring shift rotas provide sufficient resources with the relevant skills to support the workloads, includes management of holidays etc.
  • The skills & knowledge of the team is managed.
  • Performance appraisals are undertaken within the team.
  • Team management and discipline.
  • All client workloads are delivered to SLA and daily service reports are delivered on-time and accurate.
  • All changes to the client services are fully documented in the change management system, authorised by the approving groups and implemented according to the schedule.

Capabilities

  • 1-2 years professional experience monitoring Wintel, Unix and AS/400 servers and using operating system commands.
  • Basic system administration experience would be an advantage, not mandatory. Knowledge of "Job Schedulers", & "Automation Software" & "Backup Software" an advantage, not mandatory. E.g. Workload Manager & CA Unicentre / TNG & Remedi (EARS) & Veritas.
  • Motivated team player with ambition, enthusiasm, and a desire to work with a company that is recognised as a "World Class" I.T. service provider.
  • The ability to use initiative, whilst working with minimum supervision, combined with excellent communication skills, supporting English speaking client base.
  • Experience of Change, Incident and Problem Management processes and a technical understanding and working knowledge of IT infrastructure.
  • Analytical skills and attention to detail especially when creating and maintaining documentation and deploying scripts and commands.

Educational Requirements
Technical university background preferred.

Language Requirements
Very good oral and written English.

Application language All application documents should be submitted in English.
If you feel comfortable with all mentioned requirements, please apply on line:apply online.

I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process (in accordance with the Personnel Protection Act of 29.08.1997 no 133 position 883).

Please apply as soon as possible.