Infrastructure Support Engineer 2nd line

Your challenge

As an Infrastructure Support Engineer 2nd line, you are the first point of contact within the competence center. With your clear understanding of priorities, you review incoming tickets and allocate them to the appropriate sub‑team and the most appropriate resource.

You are responsible for:

• Receiving, triaging, and assigning infrastructure-related tickets.


• Routing tickets to the appropriate sub team (e.g., Delivery or Operations).


• Monitoring ticket progress and ensuring timely resolution.


• Escalating issues when necessary to maintain service quality.


• Contributing to continuous improvement of support processes.


• Executing small administrative tasks (e.g., ticket trend analysis and reporting).


• Executing small request for change (RFC) tasks following documented procedures.

Your team

As our new Infrastructure Support Coordinator, you’ll be part of the Platform Operations sub team which, in turn, fits into the bigger picture of the Platform Services team.

Your profile

Essential talents and qualifications:

• A bachelor’s or a master’s degree (or similar by experience) and a strong interest in IT.


• Excellent command of English, both written and spoken.


• Strong organizational and coordination skills.


• Familiarity with cloud infrastructure concepts (preferably Azure).


• Clear and professional communication style.


• Skilled at handling multiple tickets simultaneously whilst remaining calm under pressure.


• Ability to work methodically, following established procedures in a dynamic and complex environment.

Bonus points if you have:

• Previous work experience in a customer services environment and an understanding of service level agreements (SLAs). 


• The flexibility to occasionally work outside business hours and on weekends if requested.


• Proficiency in the usage of a ticket tracking system.


• Basic knowledge of Azure (e.g. Azure fundamentals AZ900).

Your future at OMP

We find the perfect intersection of your talents and our evolving needs. Our talent management program supports your personal development and empowers you to build a career in line with your ambitions.

Many of our team members who start as Infrastructure Support Coordinators grow into roles in cloud architecture, consulting, project management, or people management.