Raphael Mulenda - Senior IT Operations & Infrastructure Lead

Q: Where is Raphael based?

Raphael is based in Mauerkirchen, Austria and can operate in on-site , hybrid , and remote work models.

Q: What languages does Raphael speak?

Raphael speaks the following languages: Polish (Native), German (Advanced), English (Advanced), French (Advanced), Swahili (Advanced), Ukrainian (Advanced), Russian (Intermediate) .

Q: How many years of experience does Raphael have?

Raphael has at least 10 years of experience. During this time, Raphael has worked in at least 6 different roles and for 6 different companies . The average length of individual experience is 1 year and 5 months . Note that Raphael may not have shared all experience and actually has more experience.

Q: What is Raphael's latest experience?

Raphael's most recent position is Team Lead / Head of Service Desk & Field Service at B&R Industrial Automation (ABB) .

Q: What companies has Raphael worked for in recent years?

In recent years, Raphael has worked for B&R Industrial Automation (ABB) , B. Braun Business Services Poland , Optsmiths Technologies , and B. Braun / Aesculap Chifa .

Q: Which industries is Raphael most experienced in?

Raphael is most experienced in industries like Information Technology , Transportation , and Healthcare . Raphael also has some experience in Pharmaceutical , Manufacturing , and Professional Services .

Q: Which business areas is Raphael most experienced in?

Raphael is most experienced in business areas like Information Technology , Customer Service , and Operations . Raphael also has some experience in Accounting and Procurement .

Q: Which industries has Raphael worked in recently?

Raphael has recently worked in industries like Information Technology , Transportation , and Healthcare .

Q: Which business areas has Raphael worked in recently?

Raphael has recently worked in business areas like Information Technology , Customer Service , and Operations .

Recommended expert

Mauerkirchen, Austria

Experience

May 2023 - Jan 2026

2 years 9 months

Eggelsberg, Austria

Team Lead / Head of Service Desk & Field Service

B&R Industrial Automation (ABB)

Owned day-to-day IT operations for Service Desk, Field Service, and on-call support, ensuring business continuity for a multi-site environment
Led the transition from Lotus Notes incident tracking to ServiceNow, defining process design, workflows, roles, and reporting
Implemented a modern telephony system with integrated reporting, enabling real-time visibility of volumes, wait times, and SLA adherence
Launched a customer self-service portal and on-site walk-in support model to improve first-contact resolution and user experience
Designed, documented, and rolled out SLAs, delivering targeted training for engineers and stakeholders to drive adoption and compliance
Acted as process owner for service operations, establishing operating procedures, request/change/incident interfaces, and quality controls
Partnered with business and IS/OT stakeholders to prioritize demand, reduce operational risk, and improve service reliability

Oct 2021 - May 2023

1 year 8 months

Poznań, Poland

IT Service Desk Manager

B. Braun Business Services Poland

Led global IT operations across Service Desk, Field Service, and on-call services in 64 countries, managing over 90 staff and 7 team leaders
Directed transformation initiatives including ServiceNow migration to Operation Workspace and deployment of real-time chat translation
Replaced legacy Cisco Telephony with Genesys Cloud, modernizing global communication and analytics
Introduced global incident-management reporting and conducted quarterly performance reviews with regional IT leads
Internalized and optimized on-call services for 24/7 global coverage, ensuring seamless follow-the-sun support
Acted as manager on duty and single point of escalation for global major incidents

Jan 2020 - Present

6 years 3 months

Hybrid

Freelance Senior DevOps Consultant

Optsmiths Technologies

Designed and implemented a secure hybrid CI/CD pipeline combining GitHub Actions, Jenkins, and Ansible, standardizing deployment pipelines for diverse subsidiaries including Satra, Intertrans, and Dornach
Managed a multi-cloud environment utilizing AWS for scalable workloads and Hetzner Bare Metal servers for cost-efficient, high-performance computing tasks
Automated routine SysOps tasks and infrastructure provisioning using Terraform and Ansible, reducing manual toil and ensuring consistent configuration across Linux servers
Led the end-to-end migration of critical logistics applications from on-premise data centers to AWS, including reverse migration strategies for cost optimization
Hardened, patched, and maintained the stability of enterprise Linux servers and private cloud environments (Proxmox/Hetzner)
Delivered customized cloud and DevOps training to client teams

May 2018 - Sep 2021

3 years 5 months

Nowy Tomyśl, Poland

IT Service Desk Manager

B. Braun / Aesculap Chifa

Established a global IT shared service center across Poland, Malaysia, and Colombia, creating a 24/7 follow-the-sun model supporting over 66,000 employees in 64 countries
Internalized service delivery from external vendors, achieving major cost savings and full process ownership
Implemented ServiceNow for ticket management and Cisco Telephony for global call routing and reporting
Designed and deployed ITIL processes for Incident, Problem, Request Fulfillment, and Quality Management
Built and led multilingual teams supporting 11 languages including English, French, German, Spanish, Chinese, and Portuguese
Onboarded 64 countries onto a unified global service desk, retiring legacy local solutions
Improved global customer satisfaction to 4.5/5 and increased SLA compliance by over 20% through process maturity and training programs

Jan 2017 - Dec 2018

2 years

Bydgoszcz, Poland

II Line Support Engineer

Atos

Jan 2016 - Dec 2017

2 years

Bydgoszcz, Poland

1st Line Support Engineer

Atos

Jan 2016 - Dec 2016

1 year

Łódź, Poland

Senior Process Executive (P2P)

Infosys BPO

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Information Technology, Transportation, Healthcare, Pharmaceutical, Manufacturing, and Professional Services.

Information Technology

Transportation

Healthcare

Pharmaceutical

Manufacturing

Professional Services

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Information Technology, Customer Service, Operations, Accounting, and Procurement.

Information Technology

Customer Service

Operations

Accounting

Procurement

Summary

DevOps Engineer / Lead with deep hands-on experience in Terraform, Ansible, AWS, Kubernetes, and Linux automation. Proven track record in building reliable CI/CD pipelines and operating production systems at scale across hybrid environments. 15+ years of total IT experience, with 8+ years of experience bridging traditional on-premise data centers and modern cloud infrastructure. At Optsmiths Technologies, I focus on architecting hybrid cloud platforms and executing complex migrations for logistics and industrial environments. I combine deep Linux systems engineering with Infrastructure as Code and CI/CD automation to deliver highly available systems on AWS and private cloud providers such as Hetzner.

Currently seeking a permanent, full-time, long-term role where I can contribute and grow within one organization.

Skills

Infrastructure As Code & Automation: Terraform, Ansible (Playbooks, Roles)
Ci/cd Design & Automation: Github Actions, Jenkins, Argocd
Linux Systems Engineering & Hardening: Red Hat Enterprise Linux, Debian, Ubuntu
Hybrid Cloud & Data Center Architecture: Aws, Private Cloud, On-premise Environments
Networking & Security: Opnsense, Firewalls, Routing, Vpns, Secure Network Segmentation
Kubernetes & Kaas Platforms: Kubernetes, Multi-cluster Operations, Gitops-based Platform Operations (Gardener – Exposure / Ramp-up Experience)
Monitoring, Observability & Production Reliability: Prometheus, Grafana, High Availability, Stable Operations
It Service Management & Process Excellence: Itsm, Cti, Servicenow Implementation And Optimization (Incident, Problem, Request, Knowledge, Sla), Process Consulting And Continuous Improvement
Cloud & Devops: Aws (Developer Associate, Sysops Administrator), Hetzner Cloud, Terraform, Ansible, Jenkins, Docker, Kubernetes, Gardener (Kaas – Exposure), Github Actions, Ci/cd Automation, Iac, Monitoring (Prometheus, Grafana, Cloudwatch)
Operating Systems & Infrastructure: Linux (Rhel, Ubuntu/centos), Windows Server, Proxmox Ve, Opnsense, Virtualization, Backup & Recovery
Platforms & Itsm: Servicenow (Implementation & Process Design), Jira, Genesys Cloud, Cisco Finesse/cuic, Talkdesk, Microsoft 365, Power Bi, Active Directory, Sccm
Scripting & Programming: Python (Automation Scripting), Bash, Powershell
Mentoring Engineers
Leading Devops Initiatives And Platform Reliability
Incident Response And On-call Ownership

Languages

Polish

Native

German

Advanced

English

Advanced

French

Advanced

Swahili

Advanced

...and 2 more

Education

Oct 2022 - Jun 2023

Da Vinci College

Postgraduate Studies, DevOps Engineer · DevOps Engineer · Poznań, Poland

Oct 2015 - Jun 2017

Poznań University of Technology

Master of Science, Product Engineering · Product Engineering · Poznań, Poland

Oct 2014 - Jun 2016

Lviv Polytechnic National University

Master of Science, Industrial Maintenance & Management · Industrial Maintenance & Management · Lviv, Ukraine

...and 1 more

Certifications & licenses

ABB IGNITE Leadership — Advanced Program

AWS Certified SysOps Administrator – Associate

AWS Certified Developer – Associate

Business Analysis & Strategy Analysis

Atos

IT Service Management (ITSM) Implementation

SNOW

ITIL® v3 Foundation

AXELOS

ITIL® v4 Foundation

AXELOS

Major Incident Management

Atos

Statistics

Experience

Total positions 7

Experience in Information Technology 9 y

Avg length 2 y 8 m

Longest experience 6 y 2 m

Global Experience

Countries worked in 2 (Poland, Austria)

Primary country Poland

Expertise

Recent roles Team Lead / Head of Service Desk & Field Service, IT Service Desk Manager, Freelance Senior DevOps Consultant

Main industries Information Technology, Transportation, Healthcare

Main business areas Information Technology, Customer Service, Operations

Qualifications

Highest degree Master

Certifications earned 8

Profile

Created

February 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Raphael based?

Raphael is based in Mauerkirchen, Austria and can operate in on-site, hybrid, and remote work models.

What languages does Raphael speak?

Raphael speaks the following languages: Polish (Native), German (Advanced), English (Advanced), French (Advanced), Swahili (Advanced), Ukrainian (Advanced), Russian (Intermediate).

How many years of experience does Raphael have?

Raphael has at least 10 years of experience. During this time, Raphael has worked in at least 6 different roles and for 6 different companies. The average length of individual experience is 1 year and 5 months. Note that Raphael may not have shared all experience and actually has more experience.

What roles would Raphael be best suited for?

Based on recent experience, Raphael would be well-suited for roles such as: Team Lead / Head of Service Desk & Field Service, IT Service Desk Manager, Freelance Senior DevOps Consultant.

What is Raphael's latest experience?

Raphael's most recent position is Team Lead / Head of Service Desk & Field Service at B&R Industrial Automation (ABB).

What companies has Raphael worked for in recent years?

In recent years, Raphael has worked for B&R Industrial Automation (ABB), B. Braun Business Services Poland, Optsmiths Technologies, and B. Braun / Aesculap Chifa.

Which industries is Raphael most experienced in?

Raphael is most experienced in industries like Information Technology, Transportation, and Healthcare. Raphael also has some experience in Pharmaceutical, Manufacturing, and Professional Services.

Which business areas is Raphael most experienced in?

Raphael is most experienced in business areas like Information Technology, Customer Service, and Operations. Raphael also has some experience in Accounting and Procurement.

Which industries has Raphael worked in recently?

Raphael has recently worked in industries like Information Technology, Transportation, and Healthcare.

Which business areas has Raphael worked in recently?

Raphael has recently worked in business areas like Information Technology, Customer Service, and Operations.

What is Raphael's education?

Raphael holds a Master in Product Engineering from Poznań University of Technology, a Master in Industrial Maintenance & Management from Lviv Polytechnic National University and a Bachelor in Mechanical Engineering from Lviv Polytechnic National University.

Does Raphael have any certificates?

Raphael has 8 certificates. Among them, these include: ABB IGNITE Leadership — Advanced Program, AWS Certified SysOps Administrator – Associate, and AWS Certified Developer – Associate.

What is the availability of Raphael?

Raphael is immediately available full-time for suitable projects.

What is the rate of Raphael?

Raphael's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.