ICT Operations Engineer (Identity)

Description du poste

As an ICT Operations Engineer within the SaaS & EUC team, you contribute directly to the stability of our services by supporting our Engineering and Service Management teams and ensuring SLA commitments are met.

In this position, you will provide 2nd level support and advise companies and divisions across the Swatch Group (in Switzerland and internationally). Your responsibilities include problem analysis, troubleshooting, and root cause investigation, collaborating with team members to deliver robust and efficient solutions.

This role offers the opportunity to work on cutting-edge technologies, contribute to critical projects, and make a tangible impact on the digital experience of thousands of users worldwide.

Your responsibilities will be:

• Provide 2nd level support to internal and external customers,
• Handle support cases end-to-end up to 2nd level, ensuring resolution and customer satisfaction,
• Document best practices and procedures for daily operational tasks
• Perform Incident, Release, Change, Configuration, Capacity and Problem Management according to ITIL standards,
• Set up, maintain, migrate and support systems infrastructure,
• Monitor systems and trigger alerts in case of incidents,
• Ensure daily operations of root Services : On-premise & Cloud Identity Systems, Privilege access management (PAM), Certificate Authority and DNS Daily Operations.