Support Manager L10 - Deadline 13/03/26

• Provide technical support and issue resolution o Diagnose and resolve 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.

o Perform in-depth investigations to identify root causes of recurring or critical problems and propose long-term solutions.

o Maintain and update detailed documentation for troubleshooting processes and resolutions.

o Ensure adherence to agreed service levels (SLAs) and incident management standards.

• Coordination and facilitation o Act as technical coordinator for operational issues affecting two or more Member States. o Support the interoperability of eFTI Gates and their secure communication. o Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency. o Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations.

• Documentation and knowledge management o Maintain collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation.

o Draft or review implementation documentation, user manuals, and wikis for stakeholder consumption.

o Contribute to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework.

• System design and quality assurance o Assist with business and functional requirement analysis, business process modelling and design documentation.

o Review and assure the quality of data structures and related business rules. o Support testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders.

• Liaison and reporting o Collaborate closely with the Commission coordination team, including the Business Analyst and Team Leader.

o Prepare structured reports, presentations, and technical briefings for business and technical audiences, including Member State authorities.

LEVEL of STUDIES: Bachelor or Master Degree

SKILLS AND TECHNOLOGIES

• Minimum 5 years of experience in IT support or operations, focusing on advanced troubleshooting.

• 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.

• Solid knowledge of wiki and collaborative platforms (e.g. Wiki, Confluence).

• Experience working in international, multicultural teams in highly regulated environments.

• Experience in analysing requirements engineering, BPMN/UML, and conceptual and logical data modelling.

• Familiarity with Agile methodologies and tools (e.g. JIRA, Confluence). • 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).

SPECIFIC EXPERTISE:

• At least 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields (minimum competence level 4).

• At least 3 years of experience in requirements engineering (minimum competence level 4).

• At least 3 years of specific expertise in BPMN or UML or other with equivalent value (minimum competence level 4).

• At least 3 years of specific expertise in hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling (minimum competence level 4).

• At least 5 years of specific expertise in large organisation administrative business processes (minimum competence level 3).

• At least 3 years of specific expertise in Wiki and collaborative tools (minimum competence level 3).

• At least 3 year of experience in Agile toolbox (e.g. JIRA, Confluence, etc) (minimum competence level 3).

Following certifications & standards are required for the performance of tasks:

• 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.

Level : 10

Delivery mode: Near site (Brussels)

Deadline 13/03/26