ITIL Professional

Red Reply specializes in Oracle Cloud Infrastructure technology with a focus on IaaS and PaaS solutions and offers Cloud Strategy and Migration, Cloud Application Development, Cloud Service Management, as well as Application Service Management and Operations. Red Reply is one of the first Oracle Cloud Managed Service Providers (MSP) in Europe.

• Successfully completed university studies in (business) informatics, mathematics, physics or similar.
• Expertise in managing large-scale IT operations, including infrastructure, application support, and end-user services.
• Experience in managing complex incidents and driving root cause analysis for problem resolution.
• Strong background in implementing and enforcing change management procedures to minimize service disruptions.
• Experience in managing relationships with third-party service providers and ensuring service delivery as per contracts.
• Knowledge of IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or equivalent; ITIL v3 or ITIL 4 certification on Expert level is a plus.
• Experience with planning and executing IT disaster recovery scenarios.
• Very good communication skills in English and Polish.
• Open to work in a hybrid mode, with 2-3 days at the office in Katowice.

• Lead and manage IT service operations, ensuring alignment with ITIL best practices.
• Oversee the design, implementation, and continual improvement of ITIL processes such as Incident, Problem, Change, and Service Request Management.
• Manage day-to-day operations of IT services, ensuring high availability, performance, and stability.
• Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal and external stakeholders.
• Ensure effective IT service continuity and disaster recovery planning.
• Collaborate with technical teams to ensure that service management processes support business needs, aligning operational efficiency with corporate goals.
• Provide leadership to operations teams, mentoring staff and driving continuous improvement initiatives.
• Track and report on key performance indicators (KPIs) for IT operations and service delivery.
• Manage vendor relationships, ensuring that third-party services meet contractual obligations and performance standards.
• Ensure compliance with relevant regulatory requirements and company policies.