🔨 Core responsibilities
- Understanding of the IT landscape of the Marki/Louisville production facility — network segments and addressing, inter-site tunnels, servers and their service dependencies, production systems and shop-floor devices — and the connections between those elements
- Troubleshoot and triage: reproduce the symptom, narrow it down to a layer and a component, and establish whether it is a network, host, application/database or machine-vendor problem
- Act as incident manager for anything that affects production — assess impact and priority, put a workaround in place where possible, and own the incident until it is closed
- Delegate each issue to the party accountable for the fix (internal team, network partner, system vendor, ISP), make sure they actually engage, and keep pressure on until it is resolved — then insist on root cause, not just recovery
- Keep stakeholders informed about the status of ongoing incidents — outage notices, progress updates, and all-clear confirmations
- Keep in touch with the Polish IT Operations team, ensuring the knowledge transfer and adherence to global company standards
- Provide day-to-day user support (computers, printers, conference equipment, etc.) for the factory
Areas of responsibility
Ecosystem Understanding & Troubleshooting
- Maintain an up-to-date map of the on-premise landscape — both in your own working knowledge and in documented form — covering sites, network segments, tunnels, servers, storage, production systems and shop-floor equipment, and the dependencies between them
- Narrow faults down hands-on — connectivity and link tests, device and host checks, log and monitoring review — narrowing faults down to the point where the responsible owner is clear and unambiguous
- Explain the fault and its cause in both directions: in plain terms to the plant and the business, in technical terms to the vendor/tech teams
Incident Management & Delegation
- Own production-affecting incidents end to end: intake from the floor, impact and priority, workaround, delegation, resolution, closure and follow-up
- Ensure the right parties are engaged and remain so; escalate when response times slip or progress stalls, and decide when remote handling is no longer enough
- Run stakeholder communication throughout — outage notices, status updates, all-clear — and record what was changed and why
Vendor & Partner Coordination
- Day-to-day operational counterpart for the network partner company, the US IT partner company, the production system vendor and the ISPs
- Define and commission their work, schedule it around production needs, and verify the outcome before closing the loop
- Provide and control partner access to infrastructure: privileged accounts, VPN and remote access, service accounts for firewalls and monitoring
- Push for monitoring and alerting coverage of production-critical components, and challenge the gaps that incidents reveal
Operational Ownership of Production IT
- Availability of site LAN/Wi-Fi, inter-site VPN tunnels, remote desktop and terminal access, network shares and NAS, as experienced by the plants
- Access administration for production and on-premise resources: VPN groups and policy, remote desktop access, shares, production system and database accounts
- Shop-floor endpoints and peripherals: packstations, mobile scanners, kiosks, label and hall printers, production and DTP workstations, workflow PCs
- Operational documentation, checklists and inventory of production IT; maintenance windows agreed with the plants and the vendors
❌ What is not part of the responsibilities
- Fixing infrastructure faults at device level — configuration of firewalls, switches and access points is delivered by the network partner; this role diagnoses, delegates and verifies
- Designing the network architecture and selecting the target technology stack
- Development and maintenance of the production systems themselves (MES, Signa, DMS, Comarch) — these are vendor-owned products
- Administering Microsoft 365, Entra ID, Intune, Exchange Online and SaaS applications, including licences, user accounts and identity/security policies
- Leading commercial and contractual escalations with ISPs and vendors
- Managing budget, costs and vendor relations
- People management of the IT Operations team
- Repairing hardware physically and managing office supplies or facilities
