Operations Support Engineer, Level 2

This is a fully remote position, open to applicants in Belgium, +1 more country.

📋 Description

• Ensure the ongoing operational maintenance and continuity of the system following its Entry into Operations.

• Ensure system stability, security, and performance across all environments.

• Deliver second-level support by analyzing and resolving incidents, problems, and service requests in accordance with established service levels.

• Execute corrective, adaptive, preventive, and perfective maintenance activities.

• Monitor system health and performance utilizing observability tools.

• Proactively respond to alerts and events.

• Collaborate with DevSecOps Engineers on deployments, automation enhancements, and environment optimization.

• Work together with Database Administrators, Architects, and the Contracting Authority’s Operational teams.

• Assist with configuration management and change control.

• Engage in change and release management, including deployment readiness, rollback planning, and validation testing.

• Contribute to post-incident reviews and root-cause analysis.

• Maintain operational documentation, runbooks, and knowledge-base articles.

• Facilitate knowledge transfer and handover activities.

• Provide operational support for middleware and integration components, encompassing gateways, data transformation and messaging platforms, as well as identity and access management systems, web servers, and content-management platforms.

⛳️ Requirements

• Excellent comprehension of ITIL service management processes, including Incident, Problem, Change, Release, Event, and Knowledge Management.

• Proficiency in IT service management tools as defined or agreed upon by the Contracting Authority.

• Experience in 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.

• Familiarity with API management and gateway platforms.

• Understanding of event streaming and message-oriented middleware.

• Knowledge of data transformation and mapping tools.

• Familiarity with identity and access management solutions and authentication mechanisms, including OAuth2, OIDC, and SAML.

• Knowledge of web infrastructure and content management platforms.

• Understanding of 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.

• A minimum of 3 years of experience in IT operations or application/system support.

• At least 2 years of experience in second-level (L2) support for large-scale, mission-critical systems.

• Experience within ITIL-aligned frameworks and structured change and release management processes.

• ITIL Foundation or higher, Linux administration, container orchestration, or equivalent certification is preferred.

• Certifications are preferred but not mandatory.

🏝️ Benefits

• Comprehensive health insurance plan from day one.

• Meal allowance provided through a ticket restaurant card.

• Engaging projects at both national and European levels.

• In-house training sessions available.

• A wide array of online learning opportunities.

• A collaborative culture with regular celebrations of achievements and milestones.