Operations Support Engineer

Sword Group; Strasbourg; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Sword Services Greece is seeking an experienced Operations Support Engineer for our Strasbourg, France team. You will work in a multinational environment, delivering IT operations support for EU institutions and private sector clients, ensuring rapid, precise delivery across diverse environments.

Responsibilities include maintenance, incident resolution, change and release management, and middleware/integration support.

Qualifications

• Minimum 3 years in IT operations or application/system support, with 2+ years in L2 support for large systems.
• Experience with ITIL-aligned frameworks and change/release-management processes.
• Strong understanding of ITIL service management (Incident, Problem, Change, Release, Event, Knowledge).
• Familiarity with Linux/Unix, containers, and observability stacks.
• Knowledge of API gateways, middleware and integration technologies.

Responsabilités

• Ensure operational maintenance and continuity of the system post-entry operations, keeping it stable, secure and performant across environments.
• Provide L2 incident/problem/service-request analysis and resolution per SLAs.
• Perform corrective, adaptive, preventive and perfective maintenance to sustain operability and security baselines.
• Monitor system health with observability tools; coordinate with DevSecOps for deployments and optimization.
• Collaborate with DBAs, Architects and CA operational teams for configuration management and change control.
• Participate in change and release management activities, ensuring deployment readiness and rollback testing.
• Contribute to post-incident reviews and knowledge-base provisioning for service continuity.
• Provide operational support for middleware and integration components (gateways, IAM, web servers, CMS).

Connaissances

ITIL processes

Linux/Unix

CI/CD pipelines

Observability stacks

Change & release management

API management & gateways

Documentation skills

Multicultural collaboration

Outils

Kubernetes

OAuth2/OIDC/SAML

Monitoring tools

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:

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

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.