Operations & Production Support Engineer - Service Desk & Data Operations Technician

Orange Business; Madrid; Híbrido; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Restaurant tickets

Health insurance

Training opportunities

Certifications

Flexible remuneration

Descripción de la vacante

Orange Business Digital Services Spain is seeking a Support Technician to join a strategic telecommunications project, taking ownership of operational activities and contributing to service stability, data-driven improvements, and high-quality incident resolution.

You will monitor KPIs, work on 24/7 on-call shifts, and help create customer value through proactive maintenance, documentation, and cross-team collaboration in a hybrid Madrid-based role.

Formación

• Degree or technical background in Telecommunications, Computer Science, Systems Engineering, Data Analytics, or similar.
• 2-4 years of experience in Service Desk environments, Operations & Maintenance (O&M), or production support.
• Python knowledge for automation and operational improvements is a plus.

Responsabilidades

• Incident and Problem Management: Analyze, diagnose, and resolve incidents; identify root causes and preventive actions.
• Service Monitoring & KPIs: Monitor KPIs, validate tasks, analyze deviations.
• 24/7 On-Call Support: Participate in rotating shifts for incidents and maintenance.
• Proactive Maintenance: Execute preventive tasks and document procedures and lessons learned.

Conocimientos

Autonomy

Analytical thinking

Prioritization

Communication

Proactive mindset

Educación

Degree or technical background in Telecommunications/CS/Systems/Data Analytics

Herramientas

ITSM tools (OWS)

Power BI

SQL

Descripción del empleo

At Orange Business Digital Services Spain, we are looking for a Support Technician to join a strategic telecommunications project, playing an active role in the operation, stability, and continuous improvement of the service.

You will work in a technically demanding environment, supporting critical systems and large volumes of data, collaborating closely with different teams and delivering value from day one.

We value people who are proactive on every level, deliver exceptional results, work well with others, and make a clear impact on our clients and our business. If you love collaborating, learning, sharing your expertise, and being recognized for your achievements, you’ll fit right in with our team.

You will take direct ownership of operational activities, contributing to:

• Resolving complex incidents with a high level of autonomy.
• Ensuring SLA compliance in production environments.
• Identifying patterns, anomalies, and improvement opportunities.
• Turning operational data into meaningful business insights.
• Increasing service quality through proactive and preventive actions.

Your key areas of responsibility as Support Technician - Service Desk & Data Operations:

Incident and Problem Management

• Analyze, diagnose, and resolve incidents in production environments, identify root causes, and propose corrective and preventive actions.

Service Monitoring & KPIs

• Continuous monitoring of operational KPIs, validation of scheduled tasks, and analysis of service deviations.

24/7 On-Call Support (Paid)

• Participation in rotating on-call shifts for critical incidents and scheduled maintenance windows.

Proactive Maintenance

• Execution of preventive tasks and active contribution to operational improvement initiatives.
• Creation and maintenance of technical documentation, operational procedures, and lessons learned.

Technical requirements for this role:

Telecommunications

• Solid understanding of telecom environments and End-to-End service flows (Voice, SMS, Roaming, Wholesale traffic).

Operational Platforms & Tools

• Experience with:
• Ticketing systems (OWS or other ITSM tools).

Data & Analytics

• Power BI: creation and maintenance of operational dashboards, KPI analysis, and reporting.
• Advanced SQL: complex queries, data correlation across large datasets (traffic, billing, tickets), and data quality validation.

Languages

• Spanish C1.
• English B2 (used regularly in technical documentation and environments).

Availability

• Experience with or availability for 24/7 rotating on-call shifts.

Who you are

Your interest and soft skills

• Strong autonomy in technical problem-solving.
• Analytical mindset and results-oriented approach.
• Ability to prioritize in high-pressure environments.
• Strong communication skills and team-oriented attitude.
• Proactive mindset with a focus on continuous improvement.

Your education and experience

Degree or technical background in

• Telecommunications, Computer Science, Systems Engineering, Data Analytics, or similar.

2-4 years of experience in

• Service Desk environments
• Operations & Maintenance (O&M)
• Production support

It is not a requirement, but other preferred qualifications would be

• Python knowledge for automation and operational improvements.
• Experience or interest in 3G/4G mobile networks and basic 5G concepts.
• Experience with virtualized infrastructure environments.
• Ability to interpret complex technical documentation and suggest improvements.

What we offer you:

• A role with real responsibility and direct impact on service quality.
• Hybrid ways of working with access to our modern & collaborative office in Madrid. We are working fully remotely in July and August.
• We may work with tomorrow’s technology, but at our core we are a people-oriented organization.
• An open and inclusive culture, that enables us to reach our full potential.
• Continuous learning and career growth toward senior roles within a community of experts - as Digital Natives, we put innovation at the heart of our expertise.
• Paid 24/7 on-call shifts.
• Compelling advantages including an intensive work schedule in July and August, restaurant tickets, health insurance, trainings, certifications, flexible remuneration and many more.
• Read more about the benefits we offer here.

About Orange Business:

Orange Business is a leading network and digital integrator with offices in 65 countries worldwide and part of the Orange Group.

Digital Services is a fast‑growing business line focused on Cloud, Data & AI, and Customer Experience, helping clients across industries accelerate their digital transformation with trusted, end‑to‑end solutions.

The process:

We screen applications on an ongoing basis, with the aim of conducting conversations and interviews as we receive them.

Are you interested to read more about us? Visit our website or connect with us on LinkedIn.