Service Engineer L2 / L3
hace 2 días
Langreo
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. No matter what moment of life we are in, we are DIVERSE in age, gender, nationality, family… we have been certified in Diversity and as an ETHICAL company more than 9 years in a row!I t doesn't matter if you are living your growth stage in life, LEARNING and TRAINING at all hours or if you need to consolidate yourself and appreciate FLEXIBILITY, CONCILIATION and tax and social BENEFITS to combine your personal and professional life. What really matters is that you can feel that you are WHERE YOU SHOULD BE to get the future you want. What will you do in the project? SERVICE ENGINEER L2 y L3 We are seeking a highly experienced Service Engineer L3 to join our service operations team. This role is intended for senior professionals with deep expertise in troubleshooting complex online and distributed systems, combined with strong leadership and operational excellence capabilities. As an L3 engineer, you will lead the resolution of critical incidents, drive root cause analysis at scale, and actively contribute to service reliability, automation, and strategic improvements. You will also play a key role in guiding L1 engineers while remaining hands-on when required. The position requires shift work and on-call duties as part of a continuous operations model. Key Responsibilities • Lead the resolution of complex and high-impact incidents in distributed and online service environments, • Perform deep-dive diagnosis and advanced debugging of critical issues, • Act as the escalation point for L1, providing technical guidance and leadership, • Drive and oversee root cause analysis (RCA) and post-incident reviews across teams, • Identify systemic issues and implement long-term solutions to improve service reliability, • Design and develop automation solutions to optimize operational efficiency and reduce manual intervention, • Build dashboards to provide visibility into SLA performance, service health, and team workload, • Develop reports to provide insights on technology performance and recommend improvements, • Collaborate with engineering and product teams to influence service design and resilience, • Communicate effectively with stakeholders, including senior leadership, customers, and partners, • Ensure compliance with data protection regulations, including GDPR To feel comfortable in the position, you need to be able to get along well with these knowledge: Required Skills & Experience • Strong college hire or 1–2 years of experience in service operations, • For L2 Engineer: 2–4 years of experience diagnosing/debugging faults in complex online services, • For L3 Engineer: 6+ years of experience diagnosing/debugging faults in complex online services, • Demonstrated experience diagnosing/debugging faults in distributed systems, • Proven ability to lead teams while performing hands-on individual contributor work, • Working knowledge of enterprise network gear including routers, switches, and load balancers, • Working knowledge of enterprise routing protocols and IP subnetting, • Experience using diagnostic tools such as Netmon, WinDBG, and Wireshark, • Advanced experience with scripting using PowerShell, SQL, and Python, • Ability to identify and script automatable problems at scale, with a focus on efficiency and reliability, • Ability to build dashboards for SLA tracking and operational visibility, • Ability to build analytical reports to drive service and technology improvements, • Knowledge of Azure and Microsoft 365 architectural concepts (Azure Portal, Storage Nodes, VMs, etc.), • Strong understanding of GDPR laws and data protection principles Core Competencies • Expert-level troubleshooting and analytical skills in complex environments, • Strong leadership and mentoring capabilities across operational teams, • Ability to manage and resolve critical incidents under pressure, • Strong communication skills in written and spoken English (fluent level required- B2/C1), • Ability to interact with external customers and partners, • Strong focus on automation, scalability, and continuous improvement, • Ability to execute with precision in high-impact, time-sensitive scenarios, • Strategic thinking with a focus on long-term service reliability and optimization, • High level of ownership, accountability, and decision-making Working Model • 12x5 service coverage (service coverage from 8:00 AM to 8:00 PM) with rotating shifts, • Participation in on-call (standby) rotations, • Fully on-site role (Madrid, Málaga, or Asturias offices) We will evaluate all applications. At Capgemini we have a wide range of training, face-to-face, online Certifications, etc. Even if you do not have 100% of the previous requirements, we would love to meet you! Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion. Apply now! www.capgemini.com/es-es
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