Operations Support Engineer (L2)

Company Description

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development.

Arηs Group was acquired by Accenture in July 2024.

Job Description

• Ensure the operational maintenance and continuity of the system after its Entry into Operations, guaranteeing that it remains stable, secure and performant across all environments.
• Provide second-level support by analysing and resolving incidents, problems and service requests in accordance with defined service levels.
• Perform corrective, adaptive, preventive and perfective maintenance activities to sustain operability and compliance with the Contracting Authority’s technical, operational and security baselines.
• Monitor system health and performance through observability tools, respond proactively to alerts and events, and coordinate with DevSecOps Engineers for deployments, automation improvements and environment optimisation.
• Collaborate with Database Administrators, Architects and the CA’s Operational teams to ensure effective system operation, configuration management and change control.
• Participate in change and release management activities, ensuring deployment readiness, rollback planning and validation testing.
• Contribute to post-incident reviews and root-cause analyses, maintain operational documentation, runbooks and knowledge-base articles, and support knowledge transfer and handover activities to guarantee service sustainability and continuity of expertise.
• Provide operational support for middleware and integration components forming the overall technical landscape, including gateways, data transformation and messaging platforms, identity and access management systems, web servers and content management platforms.

Qualifications

• Excellent understanding of ITIL service management processes, including Incident, Problem, Change, Release, Event and Knowledge Management.
• Proficiency with IT service management tools as defined or agreed by the CA.
• Experience with Linux/Unix environments, container orchestration platforms and observability stacks.
• Understanding of CI/CD pipelines and configuration-management tools.
• Knowledge of application runtime environments, APIs, middleware and integration technologies such as:

1. API management and gateway platforms;
2. Event streaming and message-oriented middleware;
3. Data transformation and mapping tools;
4. Identity and access management solutions and related authentication mechanisms (OAuth2, OIDC, SAML, etc.);
5. Web infrastructure and content-management platforms;
6. Mobile build and deployment pipelines.

• Knowledge of database performance monitoring, backup and recovery coordination.
• Familiarity with system hardening, patching and vulnerability remediation.
• Strong analytical, troubleshooting and documentation skills.
• Ability to communicate effectively and work in a multicultural, multi-vendor operational environment.
• Familiarity with the middleware and integration technologies, including but not limited to API management, data transformation and messaging platforms, event streaming, identity and access management, web infrastructure, content management systems, observability and automation tools, as defined or agreed by the CA.
• Minimum 3 years of experience in IT operations or application/system support, including at least 2 years in second-level (L2) support for large-scale, mission-critical systems.
• Experience working within ITIL-aligned frameworks and structured change and release-management processes.
• Certifications (preferred): ITIL Foundation or higher, Linux administration, container-orchestration or equivalent certification.

Additional Information

WHAT´S IN IT FOR YOU?

• We value your contribution, which is why we offer a competitive and attractive salary package.
• Your wellbeing is our priority – from day one, you are covered by a comprehensive health insurance plan.
• Benefit from a convenient meal allowance provided through a ticket restaurant card.
• Take part in impactful projects that make a difference at both the national and European level.
• Continue to grow with us through in-house training sessions and a wide range of online learning opportunities.
• Join a collaborative culture where we regularly celebrate achievements and milestones together.