Responsibilites:- Investigate and resolve escalated L2 incidents and requests.- Provide updates on high-priority incidents and ensure timely resolution.- Document resolutions, RCA, and corrective actions in the ticketing system.- Liaise with L3 teams for unresolved critical issues.- Work on open Problem Tasks/Records and contribute to permanent fixes.- Identify potential workarounds to minimise downtime.- Conduct knowledge-sharing sessions on recent issues or new findings.- Assist L1 support with troubleshooting and shift-left initiatives.- Review and provide feedback on junior team members’ work.- Create, update, and validate Work Instructions in Confluence.- Ensure existing WIs are accurate and reflect current processes.- Organise training material to include relevant documentation and videos. SP- Review documentation gaps and suggest improvements.- Review resolved incidents for accuracy and completeness.- Identify inefficiencies in support processes and suggest improvements.- Contributes to project specific task with/without technical lead function.**Requirements**:- Higher education with IT background (University degree is an asset).- Solid knowledge and certification in ITIL v4.- Knowledge of Linux and SQL.- Business fluent in **English** (both written and oral).- Availability for on-calls.- Creative Team player with good communication skills, analytical thinking and outcome focused personality.Nice to have:- Experience with state-of the art system environments of common vendors, including infrastructure services, virtualization, PaaS / SaaS and the related monitoring and orchestration platform.- Experience with the transition of legacy environments into PaaS / SaaS oriented architectures.Our Offer- Permanent contract- Hybrid working model (3 days of remote work per week)- Holidays: 30 working days- Schedule: Mon-Thu: 7am to 4pm, Fri: 7am to 13:30- Other benefits within flexible retribution plan: health insurance, restaurant pass card, public transportation card etc.- Challenging the limits of mobility for a healthy world without congestion- Adiverse and dynamic international working environment of Kapsch TrafficCom and opportunities for personal growth- Possibility to work in an international company that operates in a dynamic industry where the working environment favors the professional growth.
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