Operations Support Engineer L2

Job Description

ARHS Group, part of Accenture, is looking for an experienced Operations Support Engineer (L2) to support one of our client teams in Strasbourg, working within a European institution.

In this role, you will ensure the stability, security, performance, and operational continuity of mission-critical systems following their entry into operations. You will provide second-level support, resolve incidents and service requests, monitor system health, and work closely with DevSecOps, Database Administration, Architecture, and operational teams to maintain reliable and efficient environments.

Please note that this opportunity is based in Strasbourg and is open to freelancers only.

THE WORK:

• Ensure the operational maintenance and continuity of systems following their entry into operations, maintaining stability, security, and performance across all environments.
• Provide second-level (L2) support, analyzing and resolving incidents, problems, and service requests in accordance with defined service levels.
• Perform corrective, adaptive, preventive, and perfective maintenance activities to maintain system operability and compliance with the client’s technical, operational, and security baselines.
• Monitor system health and performance using observability tools, proactively respond to alerts and events, and contribute to early identification and resolution of operational issues.
• Collaborate with DevSecOps Engineers on deployments, automation improvements, and environment optimization.
• Work closely with Database Administrators, Architects, and operational teams to ensure effective system operation, configuration management, and change control.
• Participate in change and release management activities, including deployment-readiness assessments, rollback planning, and validation testing.
• Contribute to post-incident reviews and root-cause analyses, helping identify and implement corrective and preventive actions.
• Maintain operational documentation, runbooks, and knowledge-base articles, and support knowledge-transfer and handover activities to ensure service continuity.
• Provide operational support for middleware and integration components, including API gateways, data-transformation and messaging platforms, event-streaming solutions, identity and access management systems, web servers, and content-management platforms.
• Support operational activities related to system hardening, patching, vulnerability remediation, database performance monitoring, and backup and recovery coordination.
• Contribute to the continuous improvement and automation of operational processes.

Onsite at client site:

This role is based in Strasbourg and requires an onsite presence with our client and partners to support project delivery and strengthen collaboration.

This opportunity is available to freelancers only.

HERE’S WHAT YOU’LL NEED:

• Minimum 3 years of professional experience in IT operations or application/system support, including at least 2 years in second-level (L2) support for large-scale, mission-critical systems.
• Excellent understanding of ITIL service-management processes, including Incident, Problem, Change, Release, Event, and Knowledge Management.
• Experience working within ITIL-aligned environments and structured change and release-management processes.
• Proficiency with enterprise IT service-management tools.
• Strong experience with Linux/Unix environments, container-orchestration platforms, and observability stacks.
• Good understanding of CI/CD pipelines and configuration-management tools.
• Knowledge of application runtime environments, APIs, middleware, and integration technologies.
• Experience with API management and gateway platforms, event streaming, message-oriented middleware, and data-transformation and mapping tools.
• Knowledge of identity and access management solutions and authentication mechanisms such as OAuth 2.0, OpenID Connect (OIDC), and SAML.
• Familiarity with web infrastructure, content-management platforms, and mobile build and deployment pipelines.
• Knowledge of database performance monitoring and coordination of backup and recovery activities.
• Familiarity with system hardening, patching, and vulnerability-remediation processes.
• Strong analytical, troubleshooting, and documentation skills.
• Ability to communicate effectively and collaborate in a multicultural, multi-vendor operational environment.

BONUS POINTS IF YOU HAVE:

• ITIL Foundation or higher certification.
• Relevant Linux administration certification.
• Relevant container-orchestration or Kubernetes certification.
• Experience supporting cloud-native and containerized production environments.
• Previous experience supporting large-scale or mission-critical systems within European institutions, public-sector organizations, or other highly regulated environments.
• Experience with operational automation and continuous service-improvement initiatives.

As part of our security and compliance procedures, candidates will be required to undergo a criminal background check prior to employment.

Qualifications

Additional Information