Techops Engineer

Description

The company builds identity management and data protection products that help banks, governments and other businesses secure digital interactions. Its solutions are used by over 30,000 organisations to check identities, manage access, analyse large data sets and encrypt information.

The Czech team has over 400 staff from 45 nationalities, split across 15 teams. They build software for government agencies, banking, mobile services and IoT, and load it into payment cards, SIM cards, travel passes, banking devices, authentication tokens, machine identification modules and secure ID documents such as ePassports, eID, eHealth cards and eDriving licences.

This is an L1 Support and Operations Officer role in the 24x7 Network Operations Center (NOC), the first point of contact for technical support and incident handling across the company's hosted and managed services. You will monitor services continuously, run system health checks and resolve issues quickly so that customer Service Level Agreements (SLAs) are met or exceeded.

The work suits people who enjoy fast-moving technical problems, like troubleshooting Linux and database systems, and want to learn about security and telecom products.

Responsibilities

• Act as the main contact for incoming technical requests and incidents, logging them in the GTO ticketing system.
• Keep customers informed with clear, timely and proactive updates.
• Take part in 24x7 NOC shift rotations to keep services available.
• Run first-line diagnostics and check internal knowledge bases to find accurate fixes.
• Resolve recurring problems, and pass high-criticality incidents to Level 2 (L2) support quickly.
• Help L2 engineers with root-cause analysis and problem management.
• Watch active alerts across distributed infrastructure, validate triggers and follow Standard Operating Procedures (SOPs) and working instructions until each issue is fully resolved.
• Escalate complex system anomalies to L2 teams when needed.
• Carry out routine maintenance, data provisioning and preventive checks.
• Produce regular service delivery reports for Service Delivery Managers (SDMs).
• Join project delivery teams during new customer handovers to review documentation and test monitoring tools.

Requirements

• Bachelor's degree in Computer Science, Information Technology or a related discipline.
• At least 1 year of experience in technical support, NOC work or IT system operations.
• Solid grasp of Linux system administration and command-line management.
• Hands-on experience running queries and pulling reports from MySQL and Oracle databases.
• Working knowledge of networking concepts and WebLogic.
• Real flexibility to work 24x7 shift rotations.
• Great to have: experience in the telecom domain.
• Great to have: hands-on use of standard ticketing platforms such as Jira, ServiceNow, Remedy or GTO.

Conditions

You work as part of an international 24x7 NOC team, so shift rotations are part of the role.

English is the company's official corporate language.

Benefits

• Regular training on the latest security, cloud and hosted service architectures.
• Direct work alongside technical teams across the world.
• Clear progression into L2 Operations, Systems Engineering or Service Delivery.
• With 80,000 employees in 68 countries, thousands of staff each year move into new roles at home or abroad, either within their current expertise or into new fields. The company sees flexibility as a smarter way of working.