2nd Line IT Operations Specialist (m/f/d) for Vantage Towers

Job Description

At Vantage Towers, we’re on a mission to power Europe’s sustainable digital transformation. As a leading tower company, we’re ushering in an era of technology-driven advances to help connect people, businesses, and internet-enabled devices like never before. We combine the scale, stability and quality of our tower network with the agility, optimism and energy of a start-up.

As a young TowerCo, we have already achieved strong results with a continued focus on accelerating growth and a special emphasis put on sustainability. As part of our team, you’ll work in a dynamic and multicultural environment that embraces open communication, collaboration and teamwork.

If you’re ready to take responsibility and shape the future of telco infrastructure with us, then let’s level up in your career and reach the top – together.

Your contribution:

• Provide expert Level 2 technical support for IT systems, focusing on the maintenance, monitoring, and administration of core platforms like ServiceNow

• Manage and resolve incidents, service requests, and problems, efficiently handling escalations to 3rd line support and external suppliers

• Drive efficiency and enhance service quality by identifying and implementing automation opportunities and continuous process improvements

• Perform routine system health checks, execute configuration changes, and support custom applications, ensuring optimal operational levels

• Actively participate in troubleshooting investigations and collaborate with support teams and suppliers to review performance against SLAs/KPIs

• Define and implement proactive monitoring and alerting capabilities for operational services to reduce incidents, problems, and trouble tickets.

What makes you stand out:

• 7+ years of technical experience in an IT/Telecom Operations support or similar technical operations role

• Proven hands-on experience as a ServiceNow Administrator or Support Engineer, with a deep understanding of its architecture, including platform components and data model

• ServiceNow Certified System Administrator (CSA) certification is required; ITSM experience as well

• Extensive knowledge of the Customer Service Management (CSM) module, including case management, workflows, and virtual agent integration

• Strong debugging and problem-solving skills across ServiceNow modules, with the ability to interpret and support custom code (JavaScript, Glide API)

• Good understanding of ITIL Service Management processes (Incident, Problem, Change Management) and how they map to ServiceNow workflows

• Familiarity with Linux system administration, networking fundamentals, and scripting knowledge like Unix shell and basic SQL query.

What we offer:

• A diverse, multicultural setup based on our values - accountability, respect, teamwork, and trust - and the opportunity to shape the organization
• An attractive salary package: depending on your professional experience and qualification
• Several benefits such as bonus, cafeteria, private medical insurance and team buildings
• Sport support option (AYCM access; Unlimited Fitness&Wellness sportpass)
• Hybrid working opportunity