Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!
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Location and Work Mode:
- Onsite module of work from Cracow
- Working hours: 9am - 5pm
- Contract of Employment
Role & Responsibilities:
- Provide Level 1 Support Services for the DevCloud platform and tools, including triage and escalation of incidents, encompassing Mission Control and Level 2 support.
- Acknowledge incidents, troubleshoot using available Standard Operating Procedures (SOPs), communicate the applicable resolution, and close the incident in the IT Service Management (ITSM) tool.
- Acknowledge service requests, work on the service request within authorization and as per available SOP, and close the ticket in ITSM with the appropriate SOP attached upon confirmation from the user.
- Update the knowledge management as per requirement, ensuring that all relevant information is documented and accessible.
- Identify automation opportunities and participate in cross-skill and upskill trainings to enhance expertise.
- Provide advice and guidance to end users to assist with issue resolution and service request fulfillment.
- Document the issue in the ITSM tool, ensuring that all relevant details are accurately recorded for future reference and analysis.
Requirements:
- 3-5 years of relevant experience
- English on at least B2 Level
- Higer Diploma - Engineering or Computer Science preferred
- Familiarity and expertise in ServiceNow for managing incidents and requests, with the ability to navigate incident and request management processes effectively.
- Understanding of the Software Development Life Cycle (SDLC) and knowledge of GitLab and Continuous Integration/Continuous Deployment (CI/CD) practices. Familiarity with CI-CD workflow and Azure DevOps-CI-CD pipelines is advantageous.
- Proficiency in utilizing tools such as GitLab, Nexus, Jira, Confluence, Developer Portal, Stack Overflow, and SNOW for collaboration and issue management.
- Ability to acknowledge input and prioritize tasks based on the number of users/processes impacted, demonstrating effective triaging and product impact identification skills.
- Capability to handle critical issues by invoking escalation to the L2 Dev Cloud SRE sub-group escalation point, collecting and documenting issue details, and managing duplicate tickets as per the triaging approach.
- Proficiency in triaging non-critical issues or fulfilling requests following the Knowledge Base (KB) by collecting complete information from the end user, running automated troubleshooting packages/scripts, advising the end user, and documenting the issue in the ticket.
- Ability to resolve tickets or assign them to the L2 Dev Cloud SRE sub-group, and effectively communicate with users and L2 as required for additional information or issue relay.
Mandatory Skills:
- Proficiency in GitLab and Nexus
- Familiarity with collaboration tools such as Jira, Confluence, Developer Portal, Stack Overflow, and SNOW
Desired Skills:
- Knowledge of DevOps practices
- Understanding of ITIL (Information Technology Infrastructure Library)
- Experience in Service Desk Management
- Familiarity with Sonar and Cynode
- Understanding of Continuous Integration/Continuous Deployment (CI/CD) practices
What we offer
- Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. - via MyBenefit cafeteria)
- Premium medical services for employees and family members (Luxmed)
- Life & Disability Insurance for employees and family members (Generali)
- Profitable Voluntary Pension Fund
- Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
- Integration and cultural events for employees
- Reward and recognition programs for high performers
- Employee Referral bonuses
- Relocation assistance: accommodation, travel, and other covered expenses
- Friendly and inclusive company culture
Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.
Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.