Operations Engineer

Our Values: Trust | Respect | Team spirit

Our secret: Our people who make the difference with their integrity and competences!

Operations Engineer (Service Desk, Level 1/2) | Full-time contract | Athens - GR

Your daily work routine will include:

• Perform incident, problem and change management processes according to ITIL standards;
• Act as a single point of contact for all tickets regarding IT issues and queries and bare the ownership from logging until resolution;
• Provide 1st and 2nd line support-troubleshooting of IT related problems that could be potentially rooted at any level (software, application, middleware, network, infrastructure etc.) in the IT toolchain;
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) timeframes, meeting or exceeding customer’s requirements and expectations;
• Manage effectively Incidents and Service Requests, ensuring information is captured in the Service Desk Incident Management System for future reference and analysis, in line with ITIL principles;
• Liaise with Trasys internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s. Send reminders to the assigned parties and follow up whenever necessary;
• Participate in meetings with clients discussing and prioritizing the currently open operational incidents and the actions taken towards their effective resolution;
• Contribute in the update and maintenance of the knowledge base;
• Provide reports and statistics for the weekly/monthly Service Desk operations on ticket trends;
• Assist in training and development of internal resources and create relevant documentation for new issues;
• Monitor performance, capacity, and availability on an ongoing basis;
• Recommend improvements in technologies and practices to increase these metrics;
• Maintain awareness of and familiarity with trends and new developments in relevant technologies;
• Work with other technical staff to develop architectures, technologies, and quality assurance policies and procedures;
• Respond to issues on a rotating on-call basis.

• University degree in Information Technology, Computer Science or related field, with one year in a relevant position;
• 3+ years' of experience in supporting custom developed cloud native applications preferably hosted on MS Azure;
• 3+ years' of experience with log analysing and troubleshooting of MS Azure hosted applications;
• 3+ years' of experience with SQL and support of any relational db (Cosmosdb is preferrable);
• 3+ years' of experience with event management systems such as eventhub or Kafka.
• 3+ years' of experience with Kibana and Elasticsearch;
• Familiarity with MS Azure storage accounts, security and network configuration (e.g. private endpoints, subneting)
• Familiarity with Deployment (Jenkins, Azure Pipelines) and Monitoring tools (Azure Monitoring, Application Insights);
• Familiarity with building containerized microservices with Docker and orchestration technologies, like, Docker Swarm, Azure Service Fabric or Kubernetes;
• Technical documentation skills, strong analytical and problem solving skills;
• Advantageous Qualifications: ITIL certification, Azure Fundamentals;
• Understanding of the Agile Software Development methodologies;
• Excellent verbal and written communication skills in English (B2 or higher);
• Team spirit, strong analytical and problem-solving skills, adaptable and responsive to change, taking accountability for delivering results;
• Flexibility for travel and able to work in an international and multi-cultural environment;
• Fulfilled military obligations.