Engineer-ITOperations

Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Role summary As an Engineer of IT Operations, you will take a lead role in designing, implementing, and managing the company’s IT infrastructure across multiple regions. You will serve as a primary escalation point for complex technical challenges, providing advanced second and third-line (L2/L3) support within the IT Operations team. In this role, you will not only ensure the stability and security of our core IT services but also mentor junior team members and be part of key IT projects. A critical aspect of this position involves providing regional technical support and expertise to teams in other countries, ensuring consistent IT standards and operational excellence across our international sites. The following experience is relevant to us IT Support & Troubleshooting: * Provide second-line (L2) technical support for hardware, software, and network issues across multiple sites. * Diagnose and resolve technical issues escalated from first-line support, ensuring minimal downtime and disruption for end-users. * Manage incidents and service requests in the Jira ticketing system following the IT incident management process, ensuring accurate documentation and timely resolution within the SLAs. * Manage escalated incidents from the IT Service Desk (L1), ensuring they are updated daily with high-quality troubleshooting steps and meaningful progress reports. * Use Slack for real-time communication and coordination with internal teams to resolve incidents and requests quickly and efficiently. * Prioritize and escalate issues to L3 as necessary, ensuring prompt and effective resolution to minimize business impact