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DevOps Service Manager

  • By Karolina Dabek
  • 26 July 2021

The candidate will join one of the biggest financial and banking institutions in the world.

About the project: 

Current business environments are extremely dynamic and demand innovation to deliver business values quicker while
optimizing deliveries. Technology teams need to leverage on latest stack platforms like Cloud services and seamlessly
integrate with legacy platforms to deliver with agility while not compromising on the service quality Increased complexity within the application landscape and evolving business demands requires responding to new
requirements and deliver continuous changes. DevOps Service managers will own the services Cross Functional Teams (CFT’s) deliver and ensure service quality is maintained. DevOps Service Manager will play a pivotal role
within CFT in embedding DevOps Service Management practices Embedding the DSM discipline within the CFT is a key
responsibility of the DevOps Service Manager and the overall accountability to ensure this is embedded as a
practice and provide support and oversight will be of the Chief Technology Officer (CTO) within the CFT.
The responsibilities are categorized into the following categories

  • DSM is both directly accountable and responsible for the activities (A&R)
  • DSM is accountable for the completion but not directly responsible for the execution and would rely on other teams to complete it (A)
  • DSM is responsible for the activity but not directly accountable (R)

Your responsibilities:

  • Incident Management

DSM will be accountable and responsible (A&R) for all the activities in Incident management. Facilitate and own business impact assessment to minimize service outage and customer impact. Manage Stakeholder communication during production impacting incidents to provide clear and concise assessment
of the situation to aid quicker decision for senior management. Measure team performance against process (SLA, KPI etc.). Ensure service improvement initiatives are managed effectively to reduce repeat incidents and conduct extensive due diligence on root causes to eliminate reoccurrence of failures. Provide feedback to the incident process owner on process improvements. Collaborate with Cross Functional teams (CFT), Middleware,
ITID and fulfilment teams to proactively identify opportunities to remediate risks in end to end service

  • Problem Management

DSM will be accountable and responsible (A&R) for all the activities in Problem management
Ensure governance of problem management activities within the CFT. Conduct trend analysis on repeat incidents and ensure CFT team’s raise appropriate problem records. Collaborate with Product owner in identifying and
prioritizing problem tickets into sprint backlogs to improve service quality. Provide an escalation mechanism for CFT teams to facilitate timely investigation and resolution of problem tickets from other teams

  • Infrastructure Patch Management

DSM will be accountable and responsible (A&R) for the following activities in Infrastructure Patch Management.
Proactive engagement with the CFT teams to plan and schedule Infrastructure patch related activities within the
sprint execution. Ensure there is clear communication and act as a liaison between infrastructure and CFT for a smooth rollout of infrastructure changes while ensuring service stability

  • DSM will be only accountable (A) for the following activities

Ensure regression and performance testing of the patching in development environments before progressing to production Ensure there is adequate alerting and monitoring to pre-empt any service impact after patching.                The responsibility of conducting the testing and ensuring there is monitoring after patching will be with the POD
teams in CFT. The actual activities of patching will be owned and executed fully by the infrastructure teams

  • Capacity Management

DSM will be accountable and responsible (A&R) to ensure the services within CFT have adequate capacity for providing a seamless experience to the consumers. The following activities is the accountability (A) of DSM but will be executed and managed by either the POD or Infrastructure teams CFT pod teams will ensure there is proactive alerting in place to alert any capacity related issues In case of any additional capacity requirements, CFT teams will discuss with DSM to assess and conduct due diligence on the requirements and then raise request for additional capacity with the platform teams Infrastructure (Platform teams) will be responsible for provisioning the additional capacity as per the CFT requirements

  • Operational Data and Configuration Management

DSM will be accountable (A) to ensure the service definition is defined and documented correctly and
maintained on an ongoing basis in different repositories i.e. EIM, GSD, PLADA, CMB and SCOT. The responsibility of actually updating the repositories and maintaining it on an ongoing basis when there are changes will be done by respective team members within the CFT i.e. architects, DBA’s , Agile lead, Delivery managers


DSM will be accountable (A) for providing NFR signoff for all the changes delivered from the CFT. The responsibility of actual completion of the NFR’s and subsequent processes will be handled from within the scrum/POD teams within the CFT

  • Service Evergreen

DSM will be accountable and responsible (A&R) to ensure the services are running on supported infrastructure and
software versions. Manage inventory of the service to ensure all types of hardware and software requirements maintains the latest stack (WAS versions, SSL certs etc) Product owners will be accountable and responsible to
ensure evergreening plans embedded within the product roadmaps

  • Service Continuity

DSM will be accountable for ensuring the right service continuity procedures are followed for the services built
and supported from the CFT. Product Owner will be responsible to ensure service continuity is embedded within the design and development of the service. Ensure proper monitoring and alerting is embedded within the service build and design Appropriate service resilience/contingency invocation tests are conducted on a periodic basis

  • Access Control and Authorization

DSM will be accountable and responsible (A&R) for setting up the governance process around the access control
processes for services within the CFT

  • Audit Control

DSM will be accountable (A) to ensure right controls are put in place. i.e. ITSA etc. within the CFT. The responsibility of rolling out the controls will be the responsibility of the product owner The accountability of post release to production will be with. Delivery manager The accountability after release to production will be with DSM

  • Operational Visibility

DSM will be accountable (A) for producing KPI’s of service availability. (RTO, RPO, MTTR) and generating dashboards for management reporting. Product owners will be responsible for including reporting capabilities within the product

  • Change Management

DSM will not play any role in the change management process. Delivery manager will be accountable to ensure right change process is followed and have appropriate audit trail of the changes deployed in production. There are adequate controls for change governance Release manager will be responsible for the actual change management

Skills and requirements:

  •  Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management
  • Must have hands on knowledge of API technical development, Maintenance and Support and Cloud infrastructure will be preferred
  • Preferred Certification: Cloud Certification, AWS (preferred)/ DevOps Speciality/ITIL
  • Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, Jenkins
  • Collaboration tools such as JIRA and Confluence
  • A proven track-record of developing and delivering service improvements.
  • Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management
  • Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk, etc
  • Experience working in a DevOps environment
  • Availability to undertake travel both domestic and international as required
  • A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential
  • Relevant product knowledge including knowledge of Internet Banking, Mobile Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential
  • Role relevant qualifications, Certified Agile Service Manager (preferable), ITIL, Service Management qualifications are desirable but not essential
  • Past working experience in a relevant role, i.e. Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential
  • Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams
  • Strong decision maker and proactive self-starter
  • Excellent negotiation skills
  • Proven analytical skills & ability to deal with complex & technical data

Our Client offers:

  • Flexible working hours
  • Informal work environment
  • Agile methodologie
  • Friendly teams and people focused attitude
  • Remote work possible after COVID-19 (up to individual discussion with manager)

Note: Prepare your CV in English (PDF), fill in the form, and apply! 

Please include in your CV the following clause necessary for the recruitment process:

“I agree to the processing of personal data that I have made available voluntarily in the recruitment process by the Administrator of personal data, i.e. Dotcommunity Spółka z ograniczoną odpowiedzialnością [Ltd.] based in Cracow, 15 Żabiniec Street, 31-215 Cracow, registered in Poland, the Cracow’s District Court – Śródmieście, XI Commercial Division of the National Court Register under number 0000468484, VAT number: 9452174499, (“Dotcommunity”) in order to carry out the recruitment process for the DevOps Service Manager on the basis of Art.6 item 1a of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”


To apply for this job email your details to karolina.dabek@dotcommunity.eu