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**Job Title:** Support Operations Engineer – Managed Services
**Company:** Exxeta
**Location:** Tbilisi, Georgia
**Job Description:**
At Exxeta, we are looking for passionate individuals to join our growing Managed Service Hub in Georgia. As a Support Operations Engineer, you will be responsible for the operation of customer applications in 2nd level support, ensuring 24/7 availability. This is an opportunity to actively shape a new endeavor and contribute to creating a modern IT service experience.
**Key Responsibilities:**
* Operation and support of customer applications in 2nd level support.
* Monitoring, incident management, and operational problem management.
* Serving as the first point of contact for incidents and symptom reports.
* Resolving and documenting incidents using ITSM tools (e.g., ServiceNow).
* Contributing to team knowledge and the evolution of managed services.
* Working in a 3-shift system (early, late, night).
* Analyzing and solving incidents using tools such as Grafana, Prometheus, Kibana, Dynatrace, and AWS monitoring.
* Creating and analyzing problem tickets, including code analysis (Java, Spring).
* Working with SQL queries, views, and functions, including optimization.
* Working with AWS resources.
* Performing changes on Kubernetes clusters (restarts, rollbacks, secrets, configurations).
* Adjusting and implementing monitoring.
* Extending documentation and running CI/CD pipelines.
**Qualifications:**
* Active problem solvers with a passion for IT and cloud environments.
* Qualification as an application administrator, site reliability engineer, IT system administrator, or comparable.
* Initial professional experience as a helpdesk employee is a plus, but enthusiasm and a love for IT are key for entry-level candidates.
* Good knowledge of general IT problem-solving, SQL, Windows, Linux.
* Experience with ServiceNow.
* Knowledge of IaC, containers, application administration and management, and backup administration is desirable.
* Initial experience in IT Service Management.
* Proficiency in ticket processing concerning quality, quantity, and SLA adherence.
* Knowledge of IT processes and standard service management systems (ticket system: ServiceNow, Jira).
* Solution and service-oriented mindset, reliable, responsible, and a team player.
* Proficient in written and spoken English (excellent). German proficiency is a plus.
* **Skills sought:** Git, GitHub, Jira, Confluence, Java (Spring), SQL, Kubernetes, Docker, ServiceNow, Monitoring tools (Grafana, Prometheus, Kibana, Dynatrace, CloudWatch).
**What Exxeta Offers:**
* Attractive compensation package including shift bonuses.
* Excellent development opportunities in Managed Services.
* Challenging tasks in in-house development.
* Continuous training, conference participation, workshops, mentoring, and internal knowledge exchange.
* Professional environment within a friendly corporate culture.
* 100% corporate health insurance and 50% Fitpass membership coverage.
* Referral rewards and corporate discounts.
* Special leaves, summer/employee parties, and social projects.
* Public transportation subscription.
* Modern hardware, mobile phones, and laptops for work and personal use.
Exxeta values diversity and encourages applications from individuals who may not meet all requirements 100%.