Join the Team as a Level 3 Support Manager - European Commission
As a Support Manager, these are the main tasks that you'll be responsible for:
Providing technical support and issue resolution Diagnosing and resolving escalated incidents related to the interoperability of components in the eFTI exchange environment and/or its functional and technical implementation specifications that Level 1 and 2 teams cannot resolve.
Performing in-depth investigations to identify root causes of recurring or critical problems and proposing long-term solutions.
Maintaining and updating detailed documentation for troubleshooting processes and resolutions.
Ensuring adherence to agreed service levels (SLAs) and incident management standards.
Coordination and facilitation Acting as technical coordinator for operational issues affecting two or more Member States.
Supporting the interoperability of eFTI Gates and their secure communication.
Providing guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency.
Advising on planning, priorities and risk management, identifying weaknesses and recommending mitigations.
Documentation and knowledge management Maintaining collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation.
Drafting or reviewing implementation documentation, user manuals, and wikis for stakeholder consumption.
Contributing to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework.
System design and quality assurance Assisting with business and functional requirement analysis, business process modelling and design documentation.
Reviewing and assuring the quality of data structures and related business rules.
Supporting testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders.
Liaison and reporting Collaborating closely with the Commission coordination team, including the Business Analyst and Team Leader.
Preparing structured reports, presentations, and technical briefings for business and technical audiences, including Member State authorities.
✅ Technical Skills:
At least 5 years of experience in IT support or operations, focusing on advanced troubleshooting.
At least 3 years of experience in requirements engineering.
At least 3 years of specific expertise in BPMN or UML or other with equivalent value.
At least 3 years of specific expertise in hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling.
At least 5 years of specific expertise in large organization administrative business processes.
At least 3 years of specific expertise in Wiki and collaborative tools.
At least 3 years of experience in Agile toolbox (e.g. JIRA, Confluence, etc.).
Proven ability to manage incidents through ticketing systems, ensuring timely resolution and SLA compliance.
Strong understanding of networking protocols, cloud platforms, and enterprise software.
Experience with distributed systems, relational databases (SQL), and data modelling.
Proficiency in ETL tools and data modelling techniques.
Excellent ability to draft clear and structured documentation and reports.
Excellent analytical and problem-solving skills.
Familiarity with ITIL processes and frameworks.
Experience with identification, authentication, and authorisation solutions (can be an asset).
Knowledge of non-relational databases and business intelligence reporting tools (can be an asset).
Familiarity with EU legislation and the ability to derive technical requirements from legal texts (can be an asset).
Experience as Solution Designer or Product Owner (can be an asset).
Certifications:
IT service management (ITSM) (such as ITIL foundation certification, CompTIA A+).
Cloud services and cloud computing concepts (such as Microsoft Azure Fundamentals).
PM2-Agile or similar agile certifications.
Excellent knowledge of English - Level C1 in Understanding, Speaking and Writing
Autonomous
Strong organisational and time-management skills.
Good problem-solving skills
What's in It for You?
You will have the opportunity to work in an international and multi-cultural environment
You will be able to work for interesting European projects that is managed by European Commission
Whether you're applying as a freelancer or looking for an employee contract, we offer attractive compensation and benefits packages, tailored to your experience level
If you're excited to work in a role where you'll grow professionally and make an impact from day one - we'd love to hear from you!
NTT DATA - a part of NTT Group - is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. NTT DATA enables clients, as well as society, to move confidently into the digital future. We are committed to our clients' long-term success and combine global reach with local client attention to serve them in over 50 countries. Visit us at nttdata.com.
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