HDI Operations Engineer

Published on 13/05/2022

Management de proiect

Sibiu, RSI

Job Description:

Wyser is an international recruitment company specialized in Senior and Middle Management roles. It belongs to Gi Group Holding and currently operates in 13 countries: Brazil, Bulgaria, China, France, Hungary, Italy, Poland, Portugal, Romania, Russia, Serbia, Spain and Turkey.

In Romania, we operate on the Executive Search Market, mainly on the IT Industry, focusing on the following areas:

▪ C-level & Top IT Management Headhunting

▪ Senior Technical Headhunting

Currently we are looking for a HDI Operations Engineer, for one of our clients, a global ICT integrator that has operations in 22 countries across Europe, Asia Pacific, Latin America.

Knowledge and Experience:

  • Excellent German (C1) and English (C1) skills in written and spoken;
  • Good communication skills with customer (German) and the internal technical teams (mainly English);
  • Working and maintaining ITSM System tasks in ServiceNow;
  • Technical Skills in Windows Server operating systems are of advantage but not mandatorily required;
  • Analytical skills to understand who to involve and to which teams to distribute the work.


Ticket / queue management

  • Ticket routing for incidents, service requests and changes to the appropriate resolver groups;
  • Information procurement / comparison for ticket processing between customer and technicians;
  • Ticket tracking: ensuring tickets are current and being accepted, processed and updated by agents within SLAs;
  • Participation in the Operations Call with the CUSTOMER Admins on Wednesday.

Change management

  • Change creation / scheduling / coordination in ServiceNow: transfer of information from Incident Ticket -Type: Request for Change to a change in ServiceNow;
  • COLT Notifications of Planned work -> Change creation in CUSTOMER ServiceNow (Information Change);
  • Change creation in CUSTOMER ServiceNow with Information provided by the technical processors.

Ticket processing

  • Incident analysis, incident resolution / processing (as far as possible based on technical know-how);
  • Service request fulfillment (as far as possible based on technical know-how);
  • Change fulfillment (as far as possible according to technical know-how).

Users account management

  • Apply for a service account in CUSTOMER ServiceNow via SR: TALIAS Technical identification, CUSTOMER ServiceNow free-text service request to group: AD-SERVICE with an order to update the Password Safe on CUSTOMER group share
  • Transmission of passwords for service accounts from the Password Safe in the CUSTOMER Groupshare upon request from technicians
  • 2FA Portal Administration - Token Assignment, Role Assignment in - SafeNet Authentication Service Manager

Mobile Device Management solution support

  • Processing of incidents and requests which are reported by the CUSTOMER L1, be it through their own proposed solutions or by forwarding them to the L3 or 3RD PARTY
  • Management of end devices (incident troubleshooting, reporting, etc) using the Citrix Cloud Console
  • Participating in JourFix about MDM and Citrix Netscaler Services (for ticket handling and awareness of current and upcoming tasks)


Industrial sector

Reference code



Maria Iulia Maties, is our consultant who manages this job opportunity.

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