Brief Role Description

The main purpose of the position

Ensuring the stable, secure and uninterrupted operation of the company’s IT infrastructure, including the virtual environment, server infrastructure, network services and communication channels, as well as coordinating external contractors responsible for supporting the network and contact centre infrastructure.

Possible Tasks within this Role

Server and virtual infrastructure

• Administration and support of virtual infrastructure.
• Management of Linux- and Windows Server-based servers.
• Monitoring the performance, availability and security of server systems.
• Planning and implementing infrastructure updates, patches and upgrades.
• Management of data backup and recovery systems.
• Analysis and resolution of incidents relating to the server infrastructure.

DevOps and CI/CD

• Supporting and developing CI/CD processes.
• Administering tools for the automated deployment and delivery of software.
• Collaborating with development teams to optimise release processes and automate operational tasks.
• Monitoring the stability of development, testing and production environments.

Communication networks and channels

• Monitoring the operation of internet channels and backup communication channels.
• Coordination of telecommunications service providers.
• Monitoring the availability of network services.
• Participation in the resolution of emergencies and incidents.

Contractor Management

• Coordinating the work of external contractors who provide support for:
• network infrastructure;
• the contact centre;
• telephony and related services;
• specialised infrastructure solutions.
• Monitoring the quality of service delivery in accordance with the SLA.
• Setting tasks, monitoring progress and accepting deliverables.
• Escalating critical incidents and coordinating their resolution.

Information security

• Participation in the implementation and maintenance of information security measures.
• Control of access to servers and infrastructure services.
• Compliance with corporate security policies and audits.

Documentation and processes

• Maintaining up-to-date technical documentation.
• Developing and maintaining infrastructure operating procedures.
• Preparing reports on incidents, changes and the status of services.

Qualification requirements

Mandatory knowledge and experience

• At least 3 years’ experience as a System Administrator or Infrastructure Engineer.
• Practical experience in administering Linux and Windows Server.
• Experience working with virtualisation platforms (VMware, Hyper-V or similar).
• Understanding of networking technologies: TCP/IP, VLAN, VPN, DNS, DHCP, routing.
• Experience in supporting and maintaining CI/CD processes.
• Understanding of the principles of backup and disaster recovery.
• Experience in interacting with external contractors and service providers.
• Skills in analysing incidents and identifying the root causes of problems.

Preferably

• Experience with containerisation (Docker, Kubernetes).
• Experience with automation using PowerShell, Bash or Python.
• Experience with cloud platforms (Azure, AWS, Google Cloud).
• Knowledge of monitoring systems (Grafana, Prometheus, etc.).
• Understanding of ITIL and IT service management processes.

Personal qualities

• A high level of responsibility and self-organisation.
• Systematic thinking and a results-oriented approach.
• The ability to coordinate several areas of work simultaneously.
• Communication skills with business users and technical teams.
• The ability to work under pressure and to tight deadlines.

Areas of responsibility (KPIs)

• Availability of critical services.
• Compliance with SLAs for incidents.
• Absence of downtime due to infrastructure issues.
• Up-to-date documentation.
• Quality control of external contractors’ work.
• Successful implementation of changes and infrastructure projects.

Skills