Support Operations Engineer - Managed Services

Exxeta is pleased to announce an opening for the position of Support Operations Engineer - Managed Services.

Tbilisi, Hybrid

We want you to become part of our growing Heartbeat Team in our Managed Service Hub in Georgia to make the world more digital and better together. Join us in creating a fresh modern IT Service experience for us and our clients!

Our Managed Service Hubs:

A Managed Service Hub is a team dedicated to provide 24/7 2nd level support (no first level and no call-center) to one or multiple client infrastructures based on AWS or Microsoft Azure. Our Hub uses cutting-edge technology with AI-based automation and ticket handling. We work in our office in Tbilisi together in shifts to cover 24/7 availability. As our Hub matures and your team keeps rolling, we are open for remote work, where possible - but let`s be honest: we cannot give a guarantee. We are currently building our first Managed Service Hub - so it is pretty much the very beginning - and we invite you to shape the start of this new endeavor!

As Support Operations Engineer (all genders) you take care of the operation of customer applications in 2nd level support (e.g. dealing with SQL DBs, applications, storage & backup/restore, cloud, container and virtualization services). Even if some terms are unfamiliar to you, we will help you grow. At Exxeta, we provide an opportunity to pursue your interest in technology in an innovative and future-oriented environment.

What awaits you:

** You are familiar with monitoring, incident management (and operational problem management);
** You are the first point of contact for symptom reports and incidents from your customers;
** The first level team prequalifies and filters the IT incidents in the ITSM tool (ServiceNow e.g.) and you are responsible for ensuring that the incidents are resolved and properly documented according to the defined procedures;
** You actively take part in building up your team`s knowledge and drive the evolution of our managed services;
** We work in a 3-shift system (early, late, night) and offer very attractive compensation.

What will be your responsibilities:

** Analyzing and solving incidents (user & monitoring) using tools like Grafana, Prometheus, Kibana, Dynatrace and AWS monitoring;
** Creating and analyzing problem tickets including analyzing the code, where possible (Java, Spring), SQL queries, views and functions;
** Optimizing the existing SQL queries;
** Working with various AWS resources;
** Changes on Kubernetes cluster (restarts, rollbacks, secrets, configurations);
** Adjusting and implementing monitors;
** Extending the existing documentation;
** Running CI/CD pipelines.

What we expect from you:

** Personal Background: We need active problem solvers who fall in love with our client`s IT & cloud environments. You may have a qualification as application administrator or site reliability engineer, IT system administrator or a comparable qualification. You may have initial professional experience as helpdesk employee. If this is your first job in general or within IT - we need your enthusiasm and love for IT;
** Expertise: You convince with your good knowledge of general IT problem solving, SQL, Windows, Linux and the handling of ServiceNow as well as knowledge of IaC, containers, application administration and management and backup administration;
** IT Service Management: You have initial experience in IT service management;
** Ticketing: Ticket processing concerning quality, quantity, and SLA adherence;
** IT Processes: Knowledge of IT processes and standard service management systems (ticket system: ServiceNow, Jira);
** AI Understanding: Practical experience using modern AI tools to support everyday tasks;
** Mindset: You are solution and service oriented, reliable, responsible for actions and enjoy teamwork;
** Let`s Talk: You are proficient in written and spoken English - excellent (and possibly German)? So you`ll fit right in at Exxeta.

Skills we are looking for:

Git, GitHub, Jira, Confluence, Java (Spring), SQL, Kubernetes, Docker, ServiceNow, Monitoring tools (Grafana, Prometheus, Kibana, Dynatrace, CloudWatch)

Why Exxeta:

At Exxeta we challenge the traditional concept of consulting and tech. Over 1, 200 colleagues at 18 various locations across Europe work together every day to create digital solutions, change markets and transform mindsets - driven by our passion for technology, our team spirit and the drive to create real impact. In other words: High-tech with a heartbeat.

We are a home for people who want to make a difference. Diversity and different perspectives enrich our team. Attitude, ideas, and a drive to get things done - that`s what matters to us!

Apply Now! (https://jobs.exxeta.com/en/exxeta-llc-georgia)