IT Operations Support Engineer (24/7 Shift)

About the Role

Join a global leader in telecommunications and take a key role in ensuring seamless digital services for Vodafone Germany. As an IT Operations Support Engineer, you will be at the forefront of technical excellence, managing critical incidents and providing high-quality support for both enterprise and consumer web applications in a dynamic, international environment.

Main Missions

• Manage the full lifecycle of incidents and service requests (reception, registration, prioritization, and closure) via phone, email, and ticketing systems.
• Perform initial diagnostics and technical troubleshooting, ensuring efficient escalation to higher levels or external partners when necessary.
• Monitor systems, alerts, and ticket queues to strictly adhere to SLA and OLA commitments.
• Communicate proactively with users regarding ticket progress and provide outgoing notifications for service events.
• Contribute to continuous improvement by enriching the knowledge base and supporting problem management activities (root cause analysis and reporting).
• Maintain technical equipment and participate in a 24/7 on-call rotation to ensure service continuity.
• Execute change management procedures and validate all incident documentation.

Profile Required

• Proven experience in IT technical support or operations.
• Ability to work in a global team environment with a high degree of autonomy.
• Flexibility to work in a 24/7 shift rotation, including on-call duties.
• Strong analytical skills for root cause analysis and troubleshooting.
• Excellent communication skills for interacting with diverse stakeholders.

Required Skills

• ITIL Framework (Incident & Change Management)
• Technical Troubleshooting (Web Applications & Systems)
• Ticketing Systems & Monitoring Tools
• SLA/OLA Management
• English & German Proficiency