Raphael Mulenda-Senior IT Operations & Infrastructure Lead | DevOps Engineer
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Experience
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
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
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
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
II Line Support Engineer
Atos
1st Line Support Engineer
Atos
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.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology, Customer Service, Operations, Accounting, and 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
Education
Da Vinci College
Postgraduate Studies, DevOps Engineer · DevOps Engineer · Poznań, Poland
Poznań University of Technology
Master of Science, Product Engineering · Product Engineering · Poznań, Poland
Lviv Polytechnic National University
Master of Science, Industrial Maintenance & Management · Industrial Maintenance & Management · Lviv, Ukraine
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
AXELOS
AXELOS
Major Incident Management
Atos
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Raphael is based in Mauerkirchen, Austria and can operate in on-site, hybrid, and remote work models.
Raphael speaks the following languages: Polish (Native), German (Advanced), English (Advanced), French (Advanced), Swahili (Advanced), Ukrainian (Advanced), Russian (Intermediate).
Raphael has at least 11 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 2 years and 6 months. Note that Raphael may not have shared all experience and actually has more experience.
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.
Raphael's most recent position is Team Lead / Head of Service Desk & Field Service at B&R Industrial Automation (ABB).
In recent years, Raphael has worked for B&R Industrial Automation (ABB), B. Braun Business Services Poland, Optsmiths Technologies, and B. Braun / Aesculap Chifa.
Raphael is most experienced in industries like Information Technology, Transportation, and Healthcare. Raphael also has some experience in Pharmaceutical, Manufacturing, and Professional Services.
Raphael is most experienced in business areas like Information Technology, Customer Service, and Operations. Raphael also has some experience in Accounting and Procurement.
Raphael has recently worked in industries like Information Technology, Transportation, and Healthcare.
Raphael has recently worked in business areas like Information Technology, Customer Service, and Operations.
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.
Raphael has 8 certificates. Among them, these include: ABB IGNITE Leadership — Advanced Program, AWS Certified SysOps Administrator – Associate, and AWS Certified Developer – Associate.
The availability of Raphael needs to be confirmed.
Daily rate distribution
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Average rates for similar positions
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Calculated based on our freelancers’ daily rates as of 7 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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