IFS is hiring a Site Reliability Engineer to join our global Unified Support organization. This role sits within the specialized EURA Restricted Access Team, focusing on delivering high-availability support and managing incidents, service requests, and changes for our critical systems. You will be part of a team providing 24x7x365 operations support through a three-shift pattern, collaborating with multiple stakeholders to maintain service excellence.
What You'll Do
- Manage an incoming queue of cases, incidents, and service requests within SLA and KPI targets.
- Perform triage to assess and correctly route incoming incidents and service requests.
- Work with other Service Center functions and stakeholders to resolve long-running, complex, or major incidents.
- Create and update SOPs, FAQs, and documentation for known issues and workarounds.
- Provide initial Root Cause Analysis for complex or major customer incidents.
- Support the problem management team in performing post-mortems and identifying corrective actions.
- Support or perform the implementation of corrective actions from the problem management process.
- Resolve non-standard requests and provide feedback to improve the service request process.
- Support the automation team in creating and enhancing tooling for standard service requests.
- Perform operational items within the service transition process for new and updated products.
- Work with other teams to define and produce internal and customer reports on a recurring and ad-hoc basis.
- 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 Manager.
What We're Looking For
- An academic degree or formal qualification in Computer Science, Information Technology, or a similar field.
- At least 3 to 4 years’ experience in cloud computing services, enterprise IT service delivery, or a similar role.
- Ability to work effectively in a three-shift environment.
- Proven ability to self-learn and quickly understand new and changing technologies.
- Very good English language skills, both verbal and written, to discuss complex technical topics.
- European Union Country residency is mandatory.
- Must comply with EURA restricted access requirements, including residency verification and strict adherence to data residency, segregation, confidentiality, and access control policies.
Nice to Have
- Advanced knowledge of one third to one half of the following skills: Microsoft Azure service administration and operations (or AWS), Networking design and administration, Oracle database administration, Microsoft SQL Server administration, Windows Server administration, Linux Server administration, WebLogic Server administration, Kubernetes / Docker operations and administration, Terraform / Ansible / PowerShell scripting.
- Experience with a modern ticket/service desk tool such as ServiceNow, Jira Service Desk, or a similar ITSM tool.
- Experience with ITIL, ISO 20000, or a similar service delivery framework.
Technical Stack
- Cloud: Microsoft Azure (or AWS)
- Infrastructure: Networking, Windows Server, Linux Server
- Databases: Oracle database, Microsoft SQL Server
- Middleware: WebLogic Server
- Containers & Orchestration: Kubernetes / Docker
- Automation & Scripting: Terraform / Ansible / PowerShell
- ITSM Tools: ServiceNow / Jira Service Desk / ITSM tools
Team & Environment
You will be part of the global Unified Support organization, specifically within the IFS EURA Restricted Access Team. You will report directly to a Unified Support Operations Manager and collaborate closely with a team dedicated to providing critical operational support.
Benefits & Compensation
- Compensation: PLN 120k - 160k base salary + 10% bonus.
- Mobile working and flexible working time models.
- 26 vacation days, plus additional paid days for your birthday and voluntary work.
- Private medical care, multisport card, and life insurance.
- Individual support through regular health promotion and work-life balance initiatives.
- Work on challenging projects for large customers with an experienced team.
- Contribute to a great product with strong market recognition.
- Be part of a fun and helpful group.
Work Mode
This position offers a hybrid work model and is open to candidates based within the European Union.
IFS celebrates diversity and is committed to creating an inclusive environment for all employees. We empower our team to make a real difference.
