Network Support Analyst

HeadHR; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private healthcare

Multisport card

Referral program

Free parking

Company events

Job summary

HeadHR is seeking a role focused on leading and coordinating incident response for a global telecom infrastructure across 55 countries. You will support platform engineers, coordinate crisis calls, and drive fast restoration of services while maintaining governance and clear communication during incidents.

You will work with a global NOC team, monitor infrastructure, raise vendor tickets, and collaborate with incident managers. Hybrid work includes six days per month from the Cracow office.

Qualifications

• Good understanding of Data Networks Topologies and protocols.
• Experience of working to ITIL/Agile standards/frameworks.
• Drive to improve the services we provide to the business.
• Provide valuable inputs in process improvement.
• Be a good team player and collaborate at all levels.
• Willingness to learn new telecoms technologies and supporting tools.

Responsibilities

• Support global telecom incidents and contribute to their resolution.
• Monitor infrastructure and raise vendor tickets during incident recovery.
• Collaborate with incident managers and teams to restore services.
• Participate in a follow-the-sun model including shifts and weekends.
• Ensure clear governance and communications during incidents.
• Drive improvements by analyzing data to identify issues earlier.

Skills

Data networks

ITIL

Agile

Teamwork

Learning

Job description

You’ll join a team responsible for network and call center infrastructure across 55 countries - your main focus will be leading and coordinating incident response when service-impacting issues occur. You’ll support platform engineers, ensure the right people are involved in crisis calls and help drive fast restoration of affected services. A key part of the role is also managing communication flow and maintaining clear governance during incidents. You’ll look for ways to improve services and processes, using data analysis to identify issues earlier. This is a role where you directly contribute to the stability of critical global services.

What you will do?

• Support global telecom incidents and contribute to their resolution
• Good understanding of telecom infrastructure and related components
• Work as part of a global NOC team
• Monitor infrastructure, raise vendor tickets and support service recovery, collaborate with incident managers and other teams, providing input on data centre incidents
• Work in a follow the sun model, including shifts and weekends
• Restore IT systems and support services according to agreed service levels and incident processes, help reduce outages and recurring infrastructure issues
• Work with service providers - meet contractual obligations and drive improvement

Kogo poszukujemy?

• Client: lead international bank
• Recruitment process: 2 meetings with hiring managers, followed by a phone screen with our recruiter
• Hybrid work: 6 days per month from the office in Cracow

Skills:

• Good understanding of Data Networks Topologies and protocols
• Experience of Working to ITIL/Agile Standards/Framework
• Drive to improve the services we provide to our business
• Provide valuable inputs in process improvement
• Need to be a good team player and able to collaborate at all levels
• Willingness and ability to learn new telecoms technologies and supporting tools

What's in it for you?

• Prestigious position at one of the world's largest banks
• Stable, long-term projects
• Hybrid work (6 days per week from the office in Cracow)
• Shift work
• Working with modern IT technologies
• Growth and development opportunities with the possibility to move between projects
• Private healthcare and multisport card
• Referral program, free parking and company events