- Root Cause Analysis in a self-built Cloud server environment (MS Azure).- System / syslog-ng message analysis (Linux / Windows).- Providing help / guidance / information to the customers on how to configure syslog-ng PE.- Providing help / guidance / information to the customers on how to install / upgrade /configure Syslog-ng Store Box.- Final testing of software's before the releases (upgrade / install / config check).- Diagnosing and troubleshooting LDAP and / or Active Directory related Authentication issues.- On call duty (monthly rotation).

- Responsible for the Application's "health" (security patches, newer version deployments).- Monitoring 60+ Suppliers, 100+ Accounts, their connections to our Servers, and their data transfers.- Creating new SFTP Accounts for the new Suppliers.- Switch existing Suppliers from FTP to SFTP (SSH key deployment).- Monitoring and (ex)changing (in case of expiring) the PGP keys in the System.- Log analyzing in case of an issue during / after data transmission.- User management (role activation / deactivation).- Compliance with ITIL Processes (Escalation, Change, Request).- On call duty (weekly rotation).

● Creating, designing and updating 150+ knowledge base articles and processes (ServiceNow).● Providing assistance to the L1 agents, coordinating the operational tasks on a daily basis with offshore teams, and working on cases that require higher IT knowledge.● Taking responsibility for escalation processes. Following up on hard cases, finding the solution or the respective support. Weekly presenting all the escalations to the customers.● Taking over shift left activities, training the whole team about the new processes.● Major incident reporting, followup and resolution communication.● Root Cause Analysis (RCA) - on tickets and on ServiceNow system.● Detractor analysis (D-SAT) - improvement plan setup.● Mentoring new joiners, training them, and helping with the on-boarding process.● On Call duty on Weekends.

● Handling 400+ contacts per month in 2 different languages (German and English) providing support to users all over the world.● Continuously reached a target above 90% in performance evaluation for volume of contacts and quality of service in a period of 6+ months.● Solving L1 software and hardware problems remotely by giving step-by-step instructions.● Escalating unsolved cases to the appropriate team: IT, SAP, network / server support, application support, developers, or local operations.● General understanding of Active Directory.● Basic network and VPN (Global Protect) troubleshooting.