Operations Support Engineer

Sword Group; Strasbourg; Sur place; EUR 42 000 - 64 000; Plein temps

Résumé du poste

Sword Group is seeking an experienced Operations Support Engineer to join our Strasbourg team, supporting EU institutions and international clients. You will ensure system continuity, perform L2 incident resolution, and collaborate with DevSecOps to optimize deployments and security baselines.

You will work in a multinational environment on governance, change control, and knowledge transfer to sustain service delivery across environments and platforms.

Qualifications

• Minimum 3 years of experience in IT operations or application/system support, including at least 2 years in L2 support for large-scale systems.
• Experience with ITIL-aligned frameworks and change-management processes.
• Strong knowledge of ITIL service management processes (Incident, Problem, Change, Release, Event, Knowledge).
• Familiarity with Linux/Unix environments, container orchestration, and observability stacks.
• Experience with CI/CD pipelines and configuration-management tools.
• Knowledge of API management, gateways, and middleware.

Responsabilités

• Ensure operational maintenance and continuity of the system across environments.
• Provide second-level support by analyzing incidents and service requests per SLAs.
• Perform maintenance to sustain operability and compliance with baselines.
• Monitor system health and coordinate with DevSecOps for deployments and optimization.
• Collaborate with DBAs, Architects, and Operational teams for change control.
• Participate in change and release management and testing.
• Contribute to post-incident reviews and knowledge base updates.
• Provide operational support for middleware, gateways, and identity management.

Connaissances

ITIL processes

L2 support

System monitoring

Troubleshooting

Documentation

Multinational teamwork

Security baselines

DevSecOps collaboration

Outils

Linux/Unix

Container orchestration

Observability stacks

CI/CD pipelines

APIs & middleware

Description du poste

Sword Services Greece is an IT Services and Software Solutions provider company, driving EU Institutions and Global Leaders in their Digital & IT transformation. As part of the Sword Services Greece team, you'll leverage your expert IT competency to drive critical projects, ensuring rapid, precise delivery that consistently meets, and often exceeds, the expectations of our global clients.

About the role...

We are currently seeking an experienced Operations Support Engineer to join our team in Strasbourg, France. The successful candidate will work in a multinational environment on a multitude of tasks supporting our business in implementing and developing solutions for large EU and international institutions and private sector companies in Greece and abroad.

What you will do...

• Ensure the operational maintenance and continuity of the system after its Entry 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.

Technical Skills required...

• 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
• 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:

• o API management and gateway platforms;
• o Event streaming and message-oriented middleware;
• o Data transformation and mapping tools;
• o Identity and access management solutions and related authentication mechanisms (OAuth2, OIDC, SAML, etc.);
• o Web infrastructure and content-management platforms;
• o 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.

Experience in the following will be considered as an asset:

ITIL Foundation or higher, Linux administration, container-orchestration or equivalent certification

Behavioral Attributes...

• Self Development: Shows eagerness to grow and achieve more in respective area of expertise;
• Adaptability / Flexibility: Shows ability to cope with fast changing technologies and requirements;
• Solution focused mindset: Focus on work quality results with attention to detail and delivery of tasks within agreed deadlines;
• Focus on Customer either internal or external;
• Creativity & Initiative: Proposes ideas and solutions to existing ways of working, takes initiatives, identifies risks and works proactively;
• Teamwork: Collaborates effectively & efficiently with various diverse and geographically distributed work teams;
• Accountability: Shows strong sense of responsibility and ownership of the activities assigned.

Our Culture...

At Sword, our values define how we behave towards our colleagues and clients, and that is Respect and Collaboration. We believe that together we achieve more! Grasp a taste of our daily life at our Sword Services Greece Experience page on LinkedIn.

At Sword we are dedicated to fostering a diverse and inclusive workplace and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.