Service Operations Expert ITSM (T2)

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Job Description

This is a remote position. The Service Operations Expert ITIL is focused on maintaining the stability and performance of a large-scale hybrid cloud and on-prem data platform. As a consultant for the tech operations team, you will manage incident responses and service requests within a complex infrastructure environment. Full‑time contract position with a daily rate available. English is the only language requirement. Occasional onsite visits required in Germany.

Responsibilities

• Monitor and manage day‑to‑day operations for hybrid data platforms, including private and public cloud environments.
• Act as the vital link between initial support tiers and deep technical operations to ensure seamless service delivery.
• Identify and manage major incidents, leading response teams to ensure swift resolution and minimal downtime.
• Coordinate root‑cause analysis and implement sustainable problem‑oriented solutions.
• Drive continuous improvement by contributing to service monitoring enhancements, automation, and orchestration.
• Manage operational knowledge and maintain up‑to‑date procedures to ensure efficient client onboarding and service stability.
• Liaise with diverse stakeholders across engineering, delivery, and customer success teams to maintain high‑performance standards.

Requirements

• Proven experience in an operational or service delivery management role within complex, distributed, and containerised environments.
• Strong technical background in managing containerisation and associated orchestration tools.
• Comprehensive understanding of ITSM frameworks, particularly regarding incident, change, and event management.
• Demonstrated ability in troubleshooting and problem‑solving with a focus on metric analysis and KPI management.
• Experience coordinating large‑scale infrastructure projects involving multiple internal and external stakeholders.
• Familiarity with IT infrastructure components such as networking, virtualisation, and storage solutions.
• Excellent communication skills with fluent English skills (C1+).
• Eligibility (Residency) in the EU, EEC, UK, or Switzerland.

As a freelancer / contractor with us, you will enjoy flexible working hours and the freedom to choose your own projects. Our platform gives you access to exciting projects in various industries and supports you in advancing your career. You'll benefit from competitive pay and a dedicated team to help you with any questions you may have. Work independently and utilise our strong network to achieve your professional goals.