Senior Operations Support Engineer

Description

So, what are the main responsibilities of the Senior Operations Support Engineer in the company?

Joining us as a Senior Operations Support Engineer , you will play a key role in ensuring the stability, performance, and continuous improvement of complex enterprise IT environments.

You will be responsible for managing critical operational incidents, leading technical investigations and root-cause analyses, defining monitoring strategies, and optimising system performance. Working closely with DevSecOps, Database Administration, and other technical teams, as well as client stakeholders, you will contribute to the continuous improvement of operational processes and service reliability.

This is a highly technical role requiring strong troubleshooting, analytical, and coordination skills, alongside hands-on experience with monitoring and observability platforms and a solid understanding of technologies such as Kubernetes, Docker, and OpenShift.

As the Senior Operations Support Engineer, you will:

Manage high-severity and complex incidents across interconnected systems, ensuring timely resolution and effective communication with technical teams and stakeholders.

Lead technical investigations, root-cause analyses, and post-incident reviews, ensuring that corrective and preventive actions are identified and implemented.

Define and refine monitoring and observability strategies, establish performance baselines and thresholds, and enhance system visibility to enable proactive issue detection.

Design, configure, and maintain monitoring dashboards, alerts, and performance indicators using observability and monitoring platforms.

Monitor system performance, analyse metrics and logs, conduct capacity analyses, and prepare operational reports and recommendations for continuous improvement.

Coordinate preventive maintenance activities and environment optimisation, ensuring compliance with operational, technical, and security baselines.

Validate deployment plans, rollback procedures, and testing strategies in collaboration with DevSecOps and Database Administration teams.

Contribute to automation initiatives, optimising operational processes and improving service efficiency and reliability.

Ensure the effective application of ITIL processes, including Incident, Problem, Change, Release, Event, and Capacity Management.

Support and optimise middleware and integration technologies, including API management, messaging, event streaming, data transformation, and identity management platforms.

Oversee operational activities across Linux/Unix systems, containerised environments, and cloud-native infrastructure.

Coordinate technical incident bridges, ensuring clear communication, effective collaboration, and timely decision-making during critical situations.

Collaborate with cross-functional technical teams and client stakeholders to ensure high-quality operational service delivery.

Requirements

• What would make you a fit for the role:
• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in enterprise IT operations, including at least 3 years in a senior operational role managing complex, cross-system incidents and problem investigations.
• Strong hands-on experience with monitoring and observability platforms, such as Prometheus, Grafana, Zabbix, Splunk and Datadog.
• Solid understanding of observability principles, including metrics collection, monitoring dashboards, alerting, performance baselines, and proactive issue detection.
• Experience supporting and maintaining containerised and cloud-native production environments.
• Good knowledge of containerisation and orchestration technologies, such as Kubernetes, Docker, and OpenShift.
• Deep knowledge of ITIL processes, including Incident, Problem, Change, Release, Event, and Capacity Management.
• Extensive experience with middleware and integration technologies, covering API gateways and management, data transformation, messaging, event streaming, and identity and access management platforms.
• Solid experience with Linux/Unix systems, container orchestration, and CI/CD integration.
• Strong understanding of automation frameworks, version control systems, and artefact-management solutions.
• Proven competence in scripting and automation for operational tasks and process optimisation.
• Ability to perform capacity planning, performance trend analysis, and operational risk assessments.
• Strong troubleshooting and analytical skills, with the ability to manage critical incidents and coordinate technical investigations across multiple teams.
• Excellent communication, documentation, and coordination skills, including experience leading technical incident bridges.
• Availability and willingness to travel within Europe approximately once per month.
• It would also be a plus if you match some of the following:
• ITIL Intermediate or ITIL Managing Professional certification.
• Advanced Linux administration certification or relevant hands-on training.
• Cloud certifications (AWS, Microsoft Azure, or equivalent).
• Container and orchestration certifications, particularly Kubernetes.
• Experience with enterprise-scale web and mobile infrastructure.
• Familiarity with advanced monitoring, observability, and AIOps practices.
• Experience working in large-scale enterprise environments with strict operational, availability, and security requirements.
• Additional Information
• Being a part of the company team, you will be provided with:
• The opportunity to work in a modern environment & in a hybrid working model
• A seamless onboarding experience and a buddy to support you on your first steps
• A competitive compensation & benefits package
• Health and life insurance program
• Meal and commuting allowance
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• A personalized development plan for targeted career growth
• If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!
• By joining the company in Athens, you will be part of a vivid team of 2,300+ tech professionals. When at the office, you'll have the flexibility to work from our three modern, sustainable, and state-of-the-art offices!
• Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential.
• We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the company culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.
• Company Description
• Are you ready to shape the future technological landscape in Europe?
• We are dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact. With over 8,900 professionals across Europe, we help EU institutions, public and private organisations thrive in a rapidly evolving digital world. Are you ready to shape the future through technology? Your journey starts here. Take a look at some of our impactful projects here: the company's site