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

Job Description

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

The Head of Technical Operations will be responsible for leading a multi-disciplined team, fostering collaboration and innovation, and developing Site Reliability Engineering capabilities. They will oversee the resolution of complex customer issues, collaborate with other teams, and provide direct support for key customers. The role also involves monitoring platform metrics, managing technical incidents, and developing processes to improve efficiency and customer satisfaction.

Responsibilities:

• Lead and manage a team of Operations engineers and technicians.
• Oversee the resolution of complex customer issues.
• Monitor key platform metrics and manage technical incidents.
• Develop and implement processes to improve efficiency and customer satisfaction.
• Ensure timely and effective communication with customers.
• Develop and track key performance indicators (KPIs).
• Provide technical guidance and expertise to the team.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• At least 5 years of experience in a technical support or operations role.
• Minimum of 2 years in a leadership or management position.
• Strong technical skills, including experience with Linux, Kubernetes, Public Cloud Services.
• Excellent leadership and communication skills.
• Strong problem-solving and analytical skills.
• Experience with IT service management frameworks, such as ITIL.
• ITIL Foundation certification or equivalent.

IONOS offers:

• Hybrid working model.
• Flexible working hours.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.