Requirements: English
Company: WIPRO IT SERVICES POLAND Sp. z o.o.
Region: Krakw , Lesser Poland Voivodeship
technologies-expected :
- Azure DevOps
- GitLab
- Nexus
- Jira
- Confluence
- Developer Portal
- Stack Overflow
- SNOW
technologies-optional :
about-project :
- With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!
responsibilities :
- Provide Level 1 Support Services for the DevCloud platform and tools, including triage and escalation of incidents, encompassing Mission Control and Level 2 support.
- Acknowledge incidents, troubleshoot using available Standard Operating Procedures (SOPs), communicate the applicable resolution, and close the incident in the IT Service Management (ITSM) tool.
- Acknowledge service requests, work on the service request within authorization and as per available SOP, and close the ticket in ITSM with the appropriate SOP attached upon confirmation from the user.
- Update the knowledge management as per requirement, ensuring that all relevant information is documented and accessible.
- Identify automation opportunities and participate in cross-skill and upskill trainings to enhance expertise.
- Provide advice and guidance to end users to assist with issue resolution and service request fulfillment.
- Document the issue in the ITSM tool, ensuring that all relevant details are accurately recorded for future reference and analysis.
requirements-expected :
- 3-5 years of relevant experience
- English on at least B2 Level
- Higer Diploma - Engineering or Computer Science preferred
- Familiarity and expertise in ServiceNow for managing incidents and requests, with the ability to navigate incident and request management processes effectively.
- Understanding of the Software Development Life Cycle (SDLC) and knowledge of GitLab and Continuous Integration/Continuous Deployment (CI/CD) practices. Familiarity with CI-CD workflow and Azure DevOps-CI-CD pipelines is advantageous.
- Proficiency in utilizing tools such as GitLab, Nexus, Jira, Confluence, Developer Portal, Stack Overflow, and SNOW for collaboration and issue management.
- Ability to acknowledge input and prioritize tasks based on the number of users/processes impacted, demonstrating effective triaging and product impact identification skills.
- Capability to handle critical issues by invoking escalation to the L2 Dev Cloud SRE sub-group escalation point, collecting and documenting issue details, and managing duplicate tickets as per the triaging approach.
- Proficiency in triaging non-critical issues or fulfilling requests following the Knowledge Base (KB) by collecting complete information from the end user, running automated troubleshooting packages/scripts, advising the end user, and documenting the issue in the ticket.
- Ability to resolve tickets or assign them to the L2 Dev Cloud SRE sub-group, and effectively communicate with users and L2 as required for additional information or issue relay.
- Proficiency in GitLab and Nexus
- Familiarity with collaboration tools such as Jira, Confluence, Developer Portal, Stack Overflow, and SNOW
offered :
- Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. via MyBenefit cafeteria)
- Premium medical services for employees and family members (Luxmed)
- Life & Disability Insurance for employees and family members (Generali)
- Profitable Voluntary Pension Fund
- Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
- Integration and cultural events for employees
- Reward and recognition programs for high performers
- Employee Referral bonuses
- Relocation assistance: accommodation, travel, and other covered expenses
- Friendly and inclusive company culture
benefits :
- sharing the costs of sports activities
- private medical care
- life insurance
- flexible working time
- fruits
- retirement pension plan
- no dress code
- coffee / tea
- holiday funds
- redeployment package
- employee referral program
- Multisport Card