Computing Engineer & Service Level Manager - IT Infrastructure Support

Job description

About Solenix and our qualities
Solenix is a privately owned and international company providing engineering and consulting services in the space market, with branches in Germany, Switzerland, and Italy.
We are known for high-quality services, user-oriented solutions, reliable partnerships and constructive collaboration. Our customers include space agencies such as ESA, EUMETSAT and DLR, as well as large private sector companies.
Solenix is specialized in distributed systems and client applications and applies modern technologies with a focus on high-performing, robust and light solutions.

Why should you apply?

• Solenix is a group of motivated, dynamic and creative people who enjoy high-quality work, as well as a relaxed and flexible work atmosphere.
• You can expect a friendly working environment, exciting and challenging projects and varied team events.
• Solenix focuses on solution-oriented and innovative approaches.

Job Description
This is a senior, permanently onsite, hands-on technical role based at our client's headquarters in Darmstadt. You will be part of a full Level 1 computing engineering service team, providing first-line system monitoring, hardware maintenance, data centre operations and end-user support, while leading the service team as Service Level Manager and acting as the primary point of contact between Solenix and the client. 
This is not a management role with occasional technical duties bolted on. We are looking for someone who is equally comfortable replacing a memory module in a data centre rack and chairing a monthly service review with senior client stakeholders. Both are part of your daily work.

Technical responsibilities

• Monitor compute systems across Linux, AIX, Solaris and Windows platforms and perform initial investigation of hardware, software and performance issues
• Perform data centre operations including infrastructure walk-throughs, cable management and physical checks
• Replace faulty hardware components (CPU, memory modules) as required
• Guide vendor technicians during hardware replacements performed on the client's behalf
• Execute standard administrative tasks, such as user account management, file system maintenance, backup and restore, based on documented procedures
• Perform OS, commercial off-the-shelf software and custom software installation and configuration
• Classify and route calls outside Level 1 scope to Level 2 engineering teams
• Record and manage all activity in Atlassian JIRA Service Desk

Service Level Manager responsibilities

• Act as Solenix's single point of contact for the client's Technical OfficerCoordinate service delivery with a broad range of client stakeholders and third-party contractors
• Maintain an up-to-date service plan covering milestones, schedule and change tracking
• Ensure the required service capacity is available at all times, including contingency planning for absencesManage, supervise and distribute tasks across all Key Persons and Service Team Members
• Prepare and present monthly service status reports covering delivery status, open actions, risks, SLA compliance and capacity spend
• Prepare yearly service review reporting including annual SLA statistics, trend analysis and an updated work plan for the following year
• Maintain service documentation in JIRA and SharePoint and contribute to the client knowledge base
• Participate in anomaly review boards, change management boards and engineering coordination meetings
• Oversee quality assurance of the delivered service

Technical Skills

• Hands-on Linux system administration (RHEL, Ubuntu or SUSE) in a production environment
• Shell scripting in Bash for operational automation and troubleshooting
• Experience with system monitoring and log analysis tools (top, journalctl, dmesg, vmstat, free)
• Familiarity with virtualisation platforms (VMware ESXi, KVM or Proxmox)
• Networking basics in a Linux context (ss, ip, netstat, SSH)
• Physical hardware experience — comfortable replacing CPU and memory modules in a live data centre environment

Management Skills

• ITIL 4 Foundation certification or higher
• Demonstrated experience managing a technical service team of five or more people
• Proven track record of SLA and KPI monitoring and reporting, as well as customer-facing service reviews
• Experience coordinating with multiple contractors or third-party suppliers
• Chairing operational meetings and presenting to senior stakeholders

Desirable

• Experience with AIX (IBM Power) or Solaris (SPARC/Intel) administration
• Familiarity with Windows Server administration
• Knowledge of ITIL change management, incident and problem management processes
• Experience in a space, satellite or similarly mission-critical operations environment
• Familiarity with data centre physical infrastructure — racks, power, cabling

Work Location
Darmstadt, Germany
The position requires on-site presence at the EUMETSAT office in Darmstadt