ES - Back Office L2/L3 Operations Specialist

Description

Job Summary: We are seeking a Back Office L2/L3 Operations Specialist to ensure the operational continuity of critical business applications by managing incidents, problems, and meeting SLAs in a regulated environment. Key Highlights: 1. L2/L3 support for critical Back Office applications 2. Incident, problem, and SLA/OLA compliance management 3. Strong resolution capability and focus on operational stability - **Devoteam is a leading European consultancy focused on digital strategy, technology platforms, cybersecurity, and technology-driven business transformation.** **We address our clients’ strategic challenges across six key specializations:** Digital Business & Products, Data-driven Intelligence, Distributed Cloud, Business Automation, Cybersecurity, and Sustainability through Digitalization. Technology is in our DNA, and we believe it is a powerful lever to drive change and improvement while maintaining a balance that enables us to deliver top-tier technological tools—always combined with the proximity and professionalism of a team acting as your trusted guide throughout the journey. Our **25 years of experience** make us an innovative, established, and mature consultancy, enabling the development of our **8,500 professionals**, continuously certifying our consultants in the latest technologies and leveraging deep expertise in: Cloud, BI, Data Analytics, Business Process Excellence, Customer Relationship Management, Cybersecurity, Digital Marketing, Machine Learning, Engineering and Software Development. Devoteam has been awarded Partner of the Year 2021 by all five leading cloud providers: **AWS,** **Google Cloud, Microsoft, Salesforce, and ServiceNow.** \#CreativeTechForBetterChange We are looking for a Back Office L2/L3 Operations Specialist with the following experience: * Experience in **specialized technical support (8x5)** and **IT Operations Non-Backlog service operations**, ensuring Back Office operational continuity. * Experience in **L2/L3 support** for critical business applications, with particular emphasis on the Back Office environment. * Experience supporting applications at **Level 1**, especially **Editran** and **SAGE XRT Treasury**. * Experience in a **steering or technical leadership role** over L1 vendors for core applications such as **Portfolio**, **SGR**, **VBTools**, and **SGEM**. * Experience in **incident**, **problem (PRB)**, and **SLA/OLA compliance management**, using corporate operational tools **ITSM.Next** and **JIRA**. * Experience managing incidents related to **COTS applications**, including coordination with vendors/third parties such as **Sopra**, **Minsait**, and **SAGE**, acting as the technical liaison and proactively escalating when SLA breaches are at risk. * Knowledge of **monitoring and observability** using corporate tools such as **Nagios**, **Control-M**, **Grafana**, and **Splunk**. * Knowledge of data engines **Oracle** and **PostgreSQL**. * Knowledge of **Windows Server 2019**, container-approved **Linux** distributions, and operations in **Docker** environments. * Knowledge of **runbooks**, knowledge base, and operational documentation in **Confluence**, including updating evidence, knowledge articles, and operational traceability. * Knowledge of **operational calendar planning**, **maintenance window management**, after-hours support during critical milestones, and specific processes such as **CODE**. * Knowledge of operational security in regulated environments: **least privilege**, named access, secure VPN, operational continuity, and alignment with **DORA/GDPR**. **Skills** * **Strong L2/L3 support resolution capability**, intervening effectively in complex incidents and rapidly restoring service for critical applications. * **Focus on operational stability and business continuity**, emphasizing availability, MTTR reduction, and decreasing recurring incidents. * **Crisis and P1/Critical incident management**, maintaining coordination until service restoration or until a firm resolution commitment is obtained from the vendor. * **Analytical and Problem Management capability**, including Root Cause Analysis (RCA), recurrence reduction, FTR improvement, and control over Reopen Rate and Major Incidents. * **Cross-functional coordination with third parties and clients**, serving as the technical liaison between operations, vendors, and service owners. * **Operational discipline and traceability**, with rigorous ticket, meeting minutes, runbook, CSI backlog, and living documentation management. **Desirable** * Prior experience in **financial Back Office** or critical applications related to treasury, bank file exchange, leasing, financing, or closing processes. * Experience in environments highly dependent on **legacy applications** and multiple technical interfaces, including the more than **50 interfaces** referenced in the transition process. * Knowledge of **advanced monitoring**, operational automation, and L2/L3 assistance based on runbooks and operational knowledge. * Experience in hybrid environments evolving toward **AWS**, and participation in continuity drills, DRP exercises, or post-migration operational validation. * Experience with corporate ITSM tools and auditable operational models, including **ITSM.Next**, **JIRA**, **Confluence**, and corporate observability frameworks. * Experience in **specialized technical support (8x5)** and in **IT Operations Non-Backlog service operations**, ensuring Back Office operational continuity. * Experience in **L2/L3 support** for critical business applications, with particular emphasis on the Back Office environment. * Experience supporting applications at **Level 1**, especially **Editran** and **SAGE XRT Treasury**. * Experience in a **steering or technical leadership role** over L1 vendors for core applications such as **Portfolio**, **SGR**, **VBTools**, and **SGEM**. * Experience in **incident**, **problem (PRB)**, and **SLA/OLA compliance management**, using corporate operational tools **ITSM.Next** and **JIRA**. * Experience managing incidents related to **COTS applications**, including coordination with vendors/third parties such as **Sopra**, **Minsait**, and **SAGE**, acting as the technical liaison and proactively escalating when SLA breaches are at risk. * Knowledge of **monitoring and observability** using corporate tools such as **Nagios**, **Control-M**, **Grafana**, and **Splunk**. * Knowledge of data engines **Oracle** and **PostgreSQL**. * Knowledge of **Windows Server 2019**, container-approved **Linux** distributions, and operations in **Docker** environments. * Knowledge of **runbooks**, knowledge base, and operational documentation in **Confluence**, including updating evidence, knowledge articles, and operational traceability. * Knowledge of **operational calendar planning**, **maintenance window management**, after-hours support during critical milestones, and specific processes such as **CODE**. * Knowledge of operational security in regulated environments: **least privilege**, named access, secure VPN, operational continuity, and alignment with **DORA/GDPR**.