Provide technical support and issue resolution

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.

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

Maintain and update detailed documentation for troubleshooting processes and resolutions.

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

Act as technical coordinator for operational issues affecting two or more Member States.

Support the interoperability of eFTI Gates and their secure communication.

Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency.

Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations.

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

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

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

Assist with business and functional requirement analysis, business process modelling and design documentation.

Review and assure the quality of data structures and related business rules.

Support testing, validation and implementation phases in cooperation with the Commission, Member States and stakeholders.

Collaborate closely with the Commission coordination team, including the Business Analyst and Team Leader.

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

B2 level of English minimum. Any knowledge of French is an asset.

At least 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields

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 organisation administrative business processes 

At least 3 years of specific expertise in Wiki and collaborative tools 

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

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).

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

English

BPMN

JIRA

Atlassian Confluence

Our client within the European Institutions is currently looking for a Support Manager to provide technical support and issue resolution, and to work on the documentation and knowledge management.

Public

Support Manager

€355-€470

Location:

Brussels, Belgium

Apply before:

04/11/2025

Project summary

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