Team Manager IT Operations (2nd Level Support) (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:

• You own and lead the 2nd Level Support organization for enterprise platforms and SaaS services while managing, coaching, and developing a team of 5–10 FTEs

• You act as the primary operational interface between 2nd and 3rd Level support, coordinating closely with internal engineering teams and external suppliers to manage clear escalations and structured root-cause analysis

• You provide deep technical leadership during Major and Critical Incidents, handling complex, recurring, or cross-platform issues under pressure to ensure service availability and operational stability

• You own and execute regular platform maintenance, health checks, and secure certificate and key rotations to guarantee disruption-free operations and strict configuration hygiene

• You build strong monitoring expertise using Dynatrace to configure advanced alerts and dashboards, proactively identifying risks and driving automation initiatives to boost operational efficiency

• You manage the technical knowledge base for 2nd Level support and actively transfer knowledge to 1st Level teams to enable effective shift-left resolution capabilities

• You own and drive technical Problem Management and ensure that robust operational runbooks, ServiceNow reporting, and SLA tracking dashboards are fully implemented and maintained

What makes you stand out:

• Minimum 10 years of experience in IT Operations or platform/application support, with at least 5 years specifically in a Technical Operations Lead or Manager role managing teams of 5–10 FTEs

• Strong operational experience supporting enterprise platforms and SaaS applications, with deep knowledge in at least one of the following: ServiceNow, Salesforce, or AWS/GCP hyper-scalers

• Proven track record of operating as the technical escalation owner between 2nd and 3rd Level support (internal development and external vendors) during major, complex, and distributed systems incidents

• Advanced operational proficiency with Dynatrace (configuring alerts and dashboards) along with practical scripting or automation experience using tools like Python or PowerShell

• Hands-on experience troubleshooting REST API implementations, managing production certificates, secrets, and key rotations, and utilizing ServiceNow reporting for SLA tracking

• Deep practical understanding and application of ITIL IT Service Management (v3 or v4) with a demonstrated history of improving service availability and resolution quality

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