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Job Description
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
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Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
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- Work location: Warsaw
- Cooperation model: Hybrid
Responsibilities:
- Ensure the 24/7/365 availability of all systems, applications, and infrastructure
- Configure new servers, applications, updates, and develop processes and procedures that fulfil the support of secure systems on Azure portal.
- Participate in anticipating, mitigating, identifying, troubleshooting, and resolving server availability and application issues on servers in a timely and accurate fashion
- Coordinate with other staff, to prioritize and work on continuing to improve existing systems
- Review new technology according to company direction
- Advanced Remote Desktop and Terminal Server experience
- Application experience for a large variety of server based business applications
- Administration of Microsoft Windows Server and AD environment
- Track and input time on tickets.
- Stay current with system information, changes and updates.
- Working on Shared drives management and issues
- Knowledge about IIS certificates.
- Generating internal certificates and knowledge about the external certificates
- Ability to speak to a non-technical audience about technical problems.
- Managing the Problem tickets and audit the tickets on regular basis.
- DNS and DHCP Management
Qualifications
- Working knowledge of fundamental operations of Windows Servers and managing VMs hosted in Cloud or Vmware.
- Possesses and applies a comprehensive knowledge of Microsoft Server Operating Systems
- Understanding of IT processes and procedures and willingness to follow them
- Knowledge and experience of customer service practices
- Cloud Certifications.
An ideal candidate will possess some of the following additional skills:
- Azure IAAS Services
- Patch Management & Vulnerability management.
- Strong power shell/scripting/automation aptitude
- AD Management & AAD
- Industry certifications (i.e. Microsoft, Azure Cloud)
Key Competencies
- Excellent oral and written communication skills in German and English
- Self-motivated individual capable of independent work
- Learning skills
- Customer service orientation
- Problem analysis and solving skills
- Adaptability
- Planning and organizing
- Attention to detail
- Stress tolerance
What we offer:
- Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
- Premium medical services for employees and family members (Lux med)
- Life & Disability Insurance for employees and family members (Generali)
- Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
- Variable Pay(part of annual compensation): Quarterly bonus based on company performance.
- Co-financing for glasses
- Access to internal and external learning platforms (i.e. Udemy, WiLearn, HMM, FutureSkills)
- Employee Referral bonuses
- Relocation assistance: accommodation, travel, and other covered expenses
- Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
- Integration and cultural events for employees
- Performance based Reward and recognition programs
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Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law
Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.
Mandatory Skills: Datacenter - Wintel Stack .
Experience: 5-8 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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