Job Type : Full Time

– Zodpovednosť za plnenie podmienok vyplývajúcich zo servisných zmlúv
– Koordinácia a riadenie vzniknutých požiadaviek na zákaznícku podporu
– Koordinácia pracovníkov zákazníckej podpory
– Manažment servisných zmlúv, supportných zákaziek a subdodávok
– Príprava podkladov pre mesačnú fakturáciu servisných zmlúv
– Príprava a kontrola procesov zákazníckej podpory
– Pravidelné stretnutia so zákazníkmi + SLA reporting
– Riadenie tranzícii zákazníkov do supportu
– Kontrola a zlepšovanie kvality poskytovaných služieb supportu
– Manažment servisných partnerstiev
– Riadenie interných projektov supportu
– Plnenie pokynov príslušného nadriadeného súvisiacich s charakterom práce

– Day-to-day maintenance of the network (stability/reachability/availability), technical support delivery for existing solutions, incident handling, follow standards and processes according to defined SLAs 
– Ensure IT best practices, security policies and standards are followed 
– Daily network administration (LAN / WAN, Security, Wireless, LoadBalancers, DNS/DHCP)  
– Solve ordinary user’s demands 
– Perform installation and configuration of new infrastructure devices (switches, routers, firewalls, wireless APs) or replacement of broken devices 
– Participation on root cause analysis (RCA), consultation and implementation of permanent solutions 
– Keep network documentation and status of network operation tools/DBs up-to-date 
– Oncall shifts (off-business hours) rotation with other operations colleagues (one week within 4-6 weeks period) 

– Manage and implement complex NW changes as part of a project implementation or execute NW normal, non-standard and routine changes (LAN, WAN, WLAN, Security, Load Balancing)
– From a technical perspective you will work with TCP/IP, Security, LAN, WAN – devices and technologies
– Provide technical consultancy and support at technical level 2 and occasionally at level 3
– Solve complex network issues with 3rd party vendors
– Design innovative and cost effective solutions that comply with infrastructure standards
– Prepare cost estimates (inclusive of hardware, services, labor, and operations)
– Specify hardware, configurations and services in detail
– Issue and co-ordinate design documentation and evaluation of supplier proposals
– Prepare comprehensive and complete design documentation
– Coordinate rollout of new tools and new versions
– Ensure Process are followed according to standard
– Help document tools and processes

You will be responsible for:

• Help everyone understand and embrace scrum values and principles
• Help to define and constantly improve team rules
• Facilitate scrum ceremonies (daily scrum, sprint planning, sprint demo and retrospective)
• Inspire productive and positive atmosphere between the scrum team and product owner
• Improve processes and optimizes value flow
• Identify and remove impediments
• Ensure transparency and visibility within the team
• Monitor and reports agreed KPIs
• Provide root cause analysis to improve the effectiveness of the squad
• Coach and mentor team and the product owner
• Resolve conflicts and Improve communication in & outside of the team
• Diagnose team challenges and provide suggestions for improvement
• Raise impediments that cannot be resolved by the team
• Help accelerate agile adoption
• Work closely with other scrum masters and the management team
• Provide specific agile trainings as appropriate
• Ensure that we continuously improve and evolve our agile processes

• Responsibility for 1st line (partly 2nd line) support management in network infrastructure for internal and external clients
• Responding to troubleshooting calls and e-mails from end-users of the network
• Providing answers to users by identifying and researching issues and responses.
• Monitoring networks to ensure security and availability to specific users
• Maintain network servers
• From a technical perspective to work with LAN, WAN, Firewall