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SRE & Command Center Manager - Reliability Expert

hace 2 meses


Madrid, Madrid, España Planet A tiempo completo
About the Role

We are seeking an experienced SRE & Command Center Manager to join our team at Planet, a leading technology company transforming the payments industry. As a key member of our operations team, you will be responsible for ensuring the reliability and resiliency of our systems, driving process improvement, and leading incident management efforts.

Key Responsibilities
  • Ensure system reliability and resiliency through proactive monitoring, automation, and architectural design decisions.
  • Lead incident management efforts, including coordination with technical teams, support staff, and stakeholders.
  • Develop and maintain incident and crisis management processes, escalation paths, and communication plans.
  • Collaborate with the Service Desk L1 to improve First Call Resolution (FCR) rates.
  • Guarantee training of Command Center representatives on new tools and technologies.
  • Review and suggest improvements in system and infrastructure thresholds.
  • Follow the Incident Priority Matrix according to Business Impact.
Requirements
  • At least 10 years of experience in similar positions, such as NOC manager, SRE manager, or Command Center manager.
  • Bachelor's degree in Information Technology, Business Administration, or a related field.
  • ITIL Foundation certification is required; advanced ITIL certifications are a plus.
  • Proven experience in IT service management, particularly in incident and problem management.
  • Strong understanding of ITIL principles and best practices.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders.
  • Strong analytical and problem-solving skills.
  • Ability to work under pressure and manage multiple priorities.
About Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. We are a technology company that's transforming the payments industry by putting the customer experience first. We operate in a market that continues to evolve and expand, partnering with the world's most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.