IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment.

Join Team Purple. Join IFS.

Job Description 

The IFS Site Reliability Engineer role exists within the global Unified Support organization. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on call team, which reports into a Unified Support manager. The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services.

Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team. 

Responsibilities: 

• Manage an incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets within the Unified Support team operating in a three shift pattern (early, day and nightshift)
• Support the event management team and their work to enhance the related event processes and tools. 
• Support the triage team in their work to assess and correctly route incoming incidents and service requests. 
• Work with other Service Center functions and appropriate stakeholders to resolve long running, complex or major incidents. 
• Create and update relevant SOPs, FAQs and other documentation to address known issues, workarounds and service requests. 
• Provide initial RCA for long, complex or major incidents for customer incidents. 
• Support the problem management team in performing post-mortems, producing incident timelines and identifying corrective actions. 
• Support, or perform, the implementation of corrective actions from the problem management process. 
• Resolving non-standard requests. 
• Provide ongoing feedback to improve the service request process. 
• Support the automation team in creating and enhancing the tooling and documentation for standard service requests. 
• Perform operational items within the service transition process for new and updated products. 
• Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis. 
• Mentor junior team members
• Be on call to support shift teams and respond to incidents and emergencies

Qualifications: 

• Academic degree or formal qualification in Computer Science, Information Technology or similar
• At least 4 to 5 years’ experience in cloud computing services, enterprise IT service delivery or a similar role with good knowledge in methodologies and best practices. 
• The ideal candidate will have at advances knowledge of 1/3 to 1/2 of the following skills:
  • Mircosoft Azure service administration and operations (or AWS) AND / OR
  • Networking design and administration AND / OR
  • Oracle database administration AND / OR
  • Microsoft SQL Server administration AND / OR 
  • Windows Server administration AND / OR
  • Linux Server administration AND / OR
  • WebLogic Server administration AND / OR
  • Kubernetes / Docker operations and administration AND / OR 
  • Terraform / Ansible / PowerShell scripting usage AND / OR

• Experience in a modern ticket / service desk tooling such as ServiceNow, Jira Service Desk, or a similar ITSM tool is desirable.
• Ability to work in a three-shift environment
• Experience in ITIL, ISO 20000, or a similar service delivery framework is an optional value add.
• Ability to self-learn and quickly understand new and changing technologies in a fast-moving service driven technology landscape with a can-do attitude.
• Very good English language skills verbally and in written to be able to discuss complex technical topics.
• European Union Country residency is mandatory.

You will cooperate with the leading Business Software and IT experts and have contact with the world’s latest technologies. You can expect an open team culture, focusing on inclusion and a pleasant working atmosphere with flat hierarchies.

We offer you an attractive salary with above-average additional benefits:

• Mobile working throughout Poland after onboarding
• 26 vacation days, as well as additional paid vacation days for your own birthday and voluntary work (CSR)
• Additional shift work compensation
• Private medical care, multisport card, life insurance, Individual support through regular health promotion and the compatibility of work and private life and much more are part of our company practice.
• Great challenges and professional growths by delivering projects to large customers together with an experienced IFS team and partners.
• You work with a great product with good recognition in the market and amongst customers and analysts.
• For more information, visit: IFS.com or follow us on LinkedIn.

Sounds exciting?

Then we look forward to receiving your complete application in English language, stating your salary requirements and earliest possible starting date.

If you are interested, please apply through our online applicant management system.

We assure you explicit discretion and a comprehensive protection of your interests!

Need help or have questions?    

Markus Nosek (European Talent Acquisition Partner) will support you during your application process. For further information please contact me via E-Mail or on LinkedIn.

IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector.  Learn more about how our enterprise software solutions can help your business today at ifs.com.