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

Job Description

IONOS is seeking a Head of Technical Service Management to lead a team of operations engineers and technicians for the daily operations management of their cloud platform. This role involves providing support and resolving complex customer issues, ensuring timely and effective support, and maintaining smooth and efficient platform operations.

The ideal candidate will have a strong technical background, excellent leadership and communication skills, and the ability to thrive in a fast-paced environment.

Responsibilities include:

• 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 ensuring timely communication to customers.
• Developing and implementing processes to improve operational efficiency.

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 position.
• Strong technical skills, including experience with Linux, Kubernetes, and Public Cloud Services.
• Excellent leadership and communication skills.
• Experience with IT service management frameworks like ITIL.
• Fluency in English and German (C1+ level).

IONOS offers:

• Hybrid work model.
• Flexible working hours.
• Subsidized canteen at some locations.
• Modern office spaces with excellent transport links.
• Employee discounts.
• Employee events.
• Numerous training and development opportunities.
• Various health offers.