Site Reliability Engineer

Site Reliability Engineer IFS EURA Restricted Access

The IFS Site Reliability Engineer role exists within the global Unified Support organization and is located in the IFS EURA Restricted Access Team. 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 Operations Manager. The Unified Support - Service Operations team provides 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 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.
• Performing triage 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.
• Understand and perform processes assigned to other Service Center functions in case the access restrictions are applicable.
• If needed be on call to support shift teams and respond to incidents and emergencies
• Comply with IFS policies and fulfill other tasks assigned by the Operations Managers 

Other
European Union Country residency is mandatory.

• Must comply with EURA restricted access requirements including:
• Residency verification for EU-based personnel
• Strict adherence to data residency segregation and confidentiality policies
• Physical and logical access controls aligned  with EURA compliance standards

Qualifications :

• Academic degree or formal qualification in Computer Science Information Technology or similar
• At least 3 to 4 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 advanced knowledge of 1/3 to 1/2 of the following skills:
• Microsoft 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.

Additional Information :

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

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

• Mobile working and flexible working time models
• 26 vacation days as well as additional paid vacation days for your own birthday and voluntary work (CSR)
• 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 in delivering projects to large customers together with an experienced IFS team and our partners
• You work with a great product with good recognition in the market and amongst customers and analysts
• You will be part of a fun group where everyone is helpful
• For more information visit:  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!

In Industrial and Financial Systems Central and Eastern Europe Sp. z o.o. based in Warsaw the Whistleblowing Procedure is in effect outlining the methods for reporting legal violations rules for accepting internal reports and taking follow-up actions as well as the principles for protecting whistleblowers. Reports can be submitted through the application at  available on the website  Work :

Yes

Employment Type :

Full-time