Head of Technical Operations (w/m/d) Support 2nd level (24/7)

Job Description

IONOS is seeking a Head of Technical Operations (w/m/d) Support 2nd level (24/7) to lead and manage a team of operations engineers and technicians. This role is crucial for ensuring timely and effective support to customers and the smooth operation of the company's cloud platform. The ideal candidate will have a strong technical background, excellent leadership and communication skills, and the ability to thrive in a fast-paced environment.

Role involves:

• Leading and managing a multidisciplinary team of operations engineers and technicians.
• Overseeing the investigation, diagnosis, and resolution of complex customer issues.
• Monitoring key platform metrics and managing events.
• Developing and implementing processes to improve operational efficiency.
• Ensuring timely and effective communication with customers.
• Developing and tracking key performance indicators (KPIs).

Requirements:

• Bachelor's degree in computer science, engineering, or a related field.
• Minimum of 5 years of experience in a technical support or operations role, with at least 2 years in a leadership or management position.
• Strong technical skills, including experience with Linux, Kubernetes, and Public Cloud Services.
• Excellent leadership and communication skills.
• Proficiency in English and German (C1+).

IONOS offers:

• Hybrid work model.
• Flexible working hours.
• Subsidized canteen and free beverages at some locations.
• Modern office spaces with excellent transport links.
• Employee discounts for activities and products.
• Employee events, workshops, and health programs.
• Opportunities for further training and development.