As a 2nd Level DevOps / IT Operations Engineer, you will play a key role in operating and supporting a mission-critical Identity & Health Operations Center serving approximately 30 hospital groups across Germany. You will work primarily during regular office hours with participation in an on-call duty rotation. The role strongly focuses on ServiceNow as the central IT Service Management (ITSM) platform, supporting complex IT systems and services in close collaboration with 1st and 3rd level support, DevOps teams, and service management stakeholders.
Key Responsibilities
- Provide 2nd level support for complex incidents, service requests, and operational issues
- Handle incidents, problems, changes, and service requests using ServiceNow as the central ITSM tool
- Analyze, troubleshoot, and resolve issues across application, database, OS, and infrastructure layers
- Support identity and healthcare-related platforms in a regulated, high-availability environment
- Collaborate with 1st and 3rd level support, DevOps, and engineering teams
- Ensure accurate ticket documentation, categorization, prioritization, and SLA compliance in ServiceNow
- Support DevOps and configuration management activities
- Contribute to the rollout, configuration, and continuous improvement of the ServiceNow platform
- Participate in automation and operational efficiency improvements, including AI Operator / AIOps solutions
- Ensure system stability, availability, and performance during office hours and on-call duty
- Create and maintain operational documentation, runbooks, and knowledge articles in ServiceNow
- 1-3 years experience in IT Operations/IT Support (2nd lvl) in enterprise environments
- 1-3 years experience with ServiceNow
- C1 German and strong B2 English language
- 2-4 years PostgreSQL knowledge
- Strong Windows Server fundamentals (IIS, Computer Management, Event Viewer)
- 2-4 years experience with Linux servers (preferably RedHat)
Nice to Have:
- ITIL Foundation certification
- Advanced ServiceNow knowledge (CMDB, Knowledge Management, Reporting, Automation)
- Experience with Jira
- Exposure to DevOps practices (CI/CD, automation, configuration management)
- Experience in healthcare or other regulated environments
- Interest in or experience with AI-driven operations (AIOps)
- Basic understanding of networking concepts
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.