Digital Operations Engineer – Web Solutions & CRM

• Run & Support Steering (Incident & Problem Management): Manage the daily 'Run' operations, steering of technical support (Level 2/3), and coordination of resolutions
• Act as the primary point of contact for our managed service providers
• Guarantee compliance with Service Level Agreements (SLAs)
• Technical Management & Maintenance in Operational Condition (MCO): Manage the technical lifecycle of our products, monitoring obsolescence and planning version upgrades
• Ensure the robustness of the hosting environments (On-premise & Cloud) to support high-traffic events on customer portals
• Processes, Quality & Continuous Improvement: Audit current support workflows, identify bottlenecks, and propose continuous improvement plans
• Implement and monitor strict Performance KPIs
• Lead follow-up committees and produce consolidated activity reporting for management
• Knowledge Management: Ensure constant updating of technical and architecture documentation
• Maintain the Knowledge Base to facilitate autonomy for L1/L2 support
• Keep product repositories (CMDB) and service contracts strictly up to date
• Cost Management: Monitor and optimize infrastructure costs (On-Premise & private cloud)
• Track utilization rates of our high-value software assets
• Challenge Managed Service Providers (MSPs) on consumption models
• Tech Watch & Innovation: Explore and deploy AI-driven capabilities within our monitoring stack
• Identify repetitive L1/L2 tasks and automate them
• Keep an eye on the 'Composable DXP' trends and new Salesforce Ops features

• Significant experience (3 to 5 years minimum) in a similar position (Ops, Production Engineer, Technical Service Delivery Manager) on both On Premise and SaaS
• Analytical mindset to quickly diagnose complex situations and prioritize emergencies
• Comfortable interacting with infrastructure technicians or development teams as well as business stakeholders or external providers
• Advanced level in English
• Organized, detail-oriented, and have a strong culture of documentation and process (ITIL certification is a plus)
• High level of autonomy, proactive communication skills, and the ability to build trust remotely
• Technical Expertise: Expertise in ServiceNow (Incident management, Change management, CMDB)
• Administration of Windows & Linux Servers, understanding of virtualized environments, knowledge of containerization solutions (OpenShift, Kubernetes, Docker)
• Ability to manage routine operations and optimization (SQL Server or equivalent)
• Broad knowledge of infrastructure concepts (Active Directory, Load balancing F5, Firewall rule management)
• Knowledge of Identity and Access Management (OAuth, SAML, Kerberos)
• Expertise on devops architecture and solutions (Gitlab, Ansible)
• Experience in cloud based (IAAS, PAAS) platforms (AWS, GCP, Azure…)
• Mastery of the Atlassian suite (JIRA, Confluence) for project management and documentation

ITIL certification is a plus

• Vacation days plus additional days-off along the year (Apróx. 35 days per year in total)
• Attractive salary
• Hybrid model of working
• Collective transport service subject to working calendar/home location
• Benefits such as life insurance, health insurance, employee stock options, retirement plan, or study grants
• On-site facilities (among others): free canteen, kindergarten, medical office
• Possibility to collaborate in different social and corporate social responsibility initiatives
• Excellent upskilling opportunities and great development prospects in a multicultural environment
• Option to access special rates in products & benefits