Network Support Engineer

HeadHR; Kraków; On-site; PLN 133,920 - 178,560; Full time

Benefits offered by this job

Private healthcare

Multisport card

Referral program

Free parking

Company events

Growth and development opportunities

Job summary

HeadHR is searching for a candidate to manage telecom incidents at an international bank, focusing on supporting service restoration from their office in Kraków. The role involves ensuring effective incident management and continuous service improvement.

Ideal candidates should possess a good understanding of telecom infrastructure, have experience in ITIL/Agile frameworks, and be excellent team players. Benefits include private healthcare, a multisport card, and opportunities for growth within a prestigious organization.

Qualifications

• Good understanding of data networks and protocols.
• Experience working to ITIL/Agile standards.
• Drive to improve the services provided.

Responsibilities

• Support global telecom incidents and contribute to their resolution.
• Monitor infrastructure and support service recovery.
• Collaborate with incident managers on data center incidents.

Skills

Understanding of Data Networks Topologies and protocols

Experience in ITIL/Agile Standards

Drive for service improvement

Team player and collaboration skills

Willingness to learn new telecom technologies

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