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Service Quality Coordinator - FinTech / Crypto

Łódź, Poland (Hybrid)

Full- Time

About the Job

Hey! Nice to see you!

Let’s share our stories to get to know a bit better…. We are business and technology enthusiasts constantly hungry for new challenges, self-, and others-development and nothing motivates us more than great software products and happy customers.

At Incubly, we believe that great people want to work with great people, so we started to build a company that will attract great minds and that we can achieve everything not feeling that we work, but just having fun….

Our mission is to mainly support tech companies and startups (scaleups) in fast and high-quality scale-up of their teams and boost their product development, testing, and deployment; so, we can succeed together.

We are currently working with a French company which is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. It has a team of more than 400 professionals developing various products and services to safeguard cryptocurrency assets, including worldwide leading hardware wallets.

As a Service Quality Coordinator, you would be acting as a client advocate while working as part of the team which is running the service. You'll champion clients' interests to enhance satisfaction to build strong and long-lasting relationships.

Your daily responsibilities

Build it:

  • Define KPIs and functional requirements for dashboards, reporting systems and monitoring, so they would be able to track the quality of services. In particular for the incident and problem management

  • Manage reporting dashboards/systems and provide regular reports for the quality of the services running

  • Run periodical governance meetings with teams involved to coordinate and manage continuous improvement plan for service management: track action plan/its execution as determined in the result of root cause analysis

  • Manage continuous improvement of the incident and problem management processes and procedures in the role of the project manager: propose, implement, and monitor results for quality and effectiveness of the execution

  • Execute quality control of documents that outline incident post-mortems such as how to handle service failures.

Run it:

  • Be part of the pool of 24/7 incident managers as part of the escalation path in support of prod engineers to facilitate the resolution plan, coordinate its execution and further manage the continuous improvement plan

We need you to have

  • Bachelor's degree in Computer Science, Engineering, or related field.

  • At least five years' experience working in an IT Service Management, or a similar role.

  • Strong knowledge of IT service management software including ITIL, SRE, and DevOps.

  • Experience working with IT systems and software such as JIRA, Confluence, Datadog, k8s, CDN(Cloudflare/Fastly)

  • Excellent communication and interpersonal skills to collaborate with tech teams and service providers effectively. This includes strong written and verbal communication skills

  • Ability to analyze a high volume of technical data and work in a fast-paced environment

  • Strong problem-solving, analytical, and time-management skills

Would be great if you have

  • Quickly learn new skills and technologies.

  • Work effectively with people across multiple organisational, functional, geographic and cultural boundaries, and a wide spectrum of technical and professional skills.

  • Work autonomously as and when required.

  • Knowledge of Web3 and Blockchain technology is a plus

 Our Architecture and Technology Stack

  • CI/CD pipelines

  • Git, GitHub, GitHub Actions

  • AWS

  • Kubernetes, EKS

  • Helm Charts

  • Docker

  • Spinnaker/ArgoCD

  • Saltstack, Terraform

  • Ubuntu

  • Jira, Confluence

  • IaC/Infrastructure as Code

  • Datadog, Prometheus, Grafana, Fluentd

Our offer

In addition to great company and challenging projects, we can offer much much more, i.e.

  • Knowledge sharing within our company

  • Agile and friendly atmosphere, non-violent communication, and full respect for diversity

  • Possibility to choose from onsite (in Lodz, Poland) or hybrid work (one day a week in our office in Łódź city centre)

  • Remuneration on B2B contract: 1 100 -1 250 PLN net/day

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