PROJECT INFORMATION:
Industry: Manufacturing
Client: A company from Denmark
Remote work: 3 days/week onsite (Poznań or Warsaw)
Project language: English
Business trips:
Project length: 12 months contracts + prolongations.
Start: ASAP / Flexible
Assignment type: B2B
Summary
The main function of the consultants is to support a 'service transition lead' within the team, focusing on integrating new developments into various support teams, including external vendors and IT/OT departments.
Main Responsibilities:
- Support the end-to-end transition of new IT/OT services into operational support.
- Assist in defining and documenting service transition plans.
- Conduct service readiness assessments before go-live.
- Establish SLAs, OLAs, and RACI agreements with teams and vendors.
- Ensure training, documentation, and knowledge transfer for support teams.
- Maintain governance over workflows and escalation procedures.
- Act as first contact for service-related incidents and requests.
- Triage, diagnose, and escalate service issues as needed.
- Collaborate with ITSM teams to follow ITIL processes for incidents.
- Support root cause analysis for continuous improvement.
- Contribute to harmonizing support processes across IT/OT teams.
- Assist in developing monitoring and alerting strategies for services.
- Identify automation opportunities for service requests and incident handling.
- Provide ongoing technical expertise to enhance service reliability.
Key Requirements:
- Experience in service transition or IT service management (ITSM).
- Understanding of IT/OT environments and automation technologies.
- Experience with incident and service request management in industrial settings.
- Familiarity with ITIL best practices.
- Strong analytical and troubleshooting skills for IT/OT incidents.
- Strong collaboration skills in a cross-functional environment.
- Experience with ITSM tools.
Nice to Have:
- ITIL v3 or v4 Foundation certification.
- Knowledge of cybersecurity practices related to IT/OT integration.
- Experience in a manufacturing environment.
Packages and extras
- Healthcare package
- Healthcare package for families
- Leisure package
Amenities
- Bicycle parking
- Shower
- Fruits
- Snacks
- Chill room
- Integration events
- Cold beverages
- Hot beverages
emagine Polska
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