Operations and Support Engineer – Level 2

As an Operations and Support Engineer – Level 2 for the company in the Global Services team, you will be responsible for providing tier II technical support for incidents, problems, and change management of hosted and managed solutions. This role requires working in a team with rotating shifts to ensure 24/7 technical support for Cloud, On-Premises, and Hybrid services. You will design and implement system changes, maintain and improve internal tools for service industrialization, and offer technical guidance for new service developments.

Key responsibilities include optimizing service reliability, performance, and security while managing performance metrics, participating in defining production requirements, and managing handover milestones to comply with contractual SLAs. You will also prepare and review technical product and customer-specific documentation.

To succeed in this position, you should have experience with Linux or Unix applications, Unix or Shell scripting, and SQL or Oracle database queries. Familiarity with WebLogic administration and various monitoring tools (e.g., OP5, ELK, Grafana, Prometheus) is important, as well as experience managing production systems in Cloud or Hybrid-Cloud environments. Knowledge of Cloud technologies such as Ansible, Docker, Kubernetes, and familiarity with AWS and Google Cloud is also required.

We expect proven experience in a customer-facing role, with excellent communication skills for interaction with internal and external stakeholders. A degree in Information Technology or a related field along with 3-5 years of experience in IT support and operations is essential. Fluency in English is required.

We are looking for a strong verbal and written communicator who is analytical, a problem-solver, and a team player.