Akamai Technologies, Inc. Junior Escalation Manager in Krakow, Poland

Junior Escalation Manager

Krakow, Poland


May 25, 2018 Post Date

006235 Requisition #


We are looking for a Junior Escalation Manager professional to join the dynamic Security Operations Command Center team at Akamai.

In this role, your primary responsibility will be managing activities of IT support groups, restoring IT and business services and minimizing service disruption times. Additionally, you will be responsible for producing SOCC efficiency metrics, measuring and tracking trends of incoming customer requests per product, support location and other categories. Besides that, you will be in charge of creating ad-hoc reports with use of Kibana, Python, Salesforce, MS Office and other tool sets.

Other activities will include analysing usage frequency and accuracy of the knowledge articles created by SOCC members, assisting in maintaining a healthy Knowledge Centred Service (Salesforce).

About the Team

Akamai's Global Security Operations Command Center (SOCC) is responsible for Security Services on an Enterprise level. Each shift is a team-oriented, cross-functional unit responsible for the detection and mitigation of Cyber attacks. Regular training, knowledge sharing and continuous improvement are important elements of the SOCC.

This commitment to security is why we’re trusted by the most security-conscious industries, including 18 of the largest asset managers, 12 of the top insurers, and 8 of the top financial technology companies. We protect our customers against the growing threat of cyber attacks and cyber terrorism.

Required Skills

Overall Experience: 2 years of experience in operations as a Incident Manager or Knowledge Manager

Ability to provide data-backed analysis

Experienced with SQL, Python/Bash scripting

Advanced user in Microsoft Excel and proficient with other MS Office tools for managing data

Excellent analytical, verbal and organizational skills a must

Desired Skills

Strong working knowledge on Salesforce Knowledge Centered Service

Strong drive for results, ability to handle ambiguity and cross team dynamics

Eager to learn new analytical tools

Ability to be self-directed in project work

ITIL Certification

Please add to your CV the statement below: „Wyrażam zgodę na przetwarzanie moich danych osobowych dla potrzeb niezbędnych do realizacji obecnych jak i przyszłych procesów rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (tekst jednolity: Dz.U.2014r. poz.1182).”


About Akamai Technologies

Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.