For out client EC we are looking for Support Manager
1. DESCRIPTION OF THE TASKS
Following tasks will be performed by external service provider:
The tasks described below are the most typical examples for MDE information system and may
include (but not exclusively) the following:
• Installing and configuring database and application components of the mentioned
information system based on information provided by the development teams concerned
and respecting the specifications of DIGIT covering the EC IT environments.
• Maintaining the different components in order to have a reliable data exchange
infrastructure. This covers the monitoring of the usage and performance of the different
information systems, troubleshooting of incidents and installation of patches in order to
solve problems.
• Analysis of specific programs (database reports, database import/export, etc.).
• Reporting and managing incidents in Issue Tracking System Atlassian JIRA.
• Providing support to internal and external users. The issues can concern the usage of the
different information systems and all related components as well as problems the users
report.
• Maintaining technical documentation.
• Assistance in evaluating applications delivered by other teams to ensure their compatibility
with the Commission requirements and with the MDE application.
• Coordination of support activities including follow-up, management of incidents and
troubleshooting.
2. KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the above listed tasks:
• Very good knowledge of
• Atlassian product family for
• Tracking & support -> JIRA
• Collaboration -> Confluence
• Deployment -> Bitbucket & Bamboo
• Web Application servers: WebLogic
• Database system Oracle RDBMS and database programming language PL/SQL
• Good knowledge of
• Data representing languages such as XML / JSON
• Webservices for data / information exchange between applications based on SOAP / REST
• Windows and Linux operation systems
• Scripting languages like Shell, Python
• Ability to analyse user requirements and design / implement appropriate solutions
• Very good analytical skills for problem solving
• Ability to apply high quality standards
• Capability to write clear and structured technical documents and preparation of written reports
• Ability to cope with fast changing technologies used application developments and testing
• Very good communication skills with technical and non-technical audiences
• Ability to participate in technical meetings and good communication skills
• Capability of integration in an international/multi-cultural environment, rapid self-starting capability
and experience in working in team.
3. Specific Expertise
Following specific expertise is mandatory for the performance of tasks:
• At least 3 years of experience with Atlassian product family
• At least 3 year of experience working with XML for structured information exchange (min. competence
level 3)
• At least 3 years of experience working with complex IT solutions and defect tracking tools (min.
competence level 3)
• At least 3 years of specific expertise in end user assistance or support of information systems (min.
competence level 3)
• At least 3 years of specific expertise in working with Web Service technologies (min. competence level
3)
• At least 3 years of specific expertise in working with Windows/Linux operation systems (min.
competence level 3)
4. Certification and Standards
N/A
5. Service Delivery
The services shall be performed remotely in Near-site location allowing to reach the Commission
premises in Luxembourg within 2 hours.
Laptop shall be provided by the Commission.
The external service provider may be requested to participate in the meetings with the Commission’s
services in Luxembourg (and exceptionally in other locations).