It's fun to work in a company where people truly BELIEVE in what they're doing!Service Operations Lead VCSP (Managed Services)ResponsibilitiesProvide technical leadership and coordinate Service Technicians within the VCSP environment.Act as the technical lead for complex incidents, root cause analyses, and escalations.Coordinate and execute complex changes and upgrades.Support service reviews, technical customer meetings, and escalation discussions.Drive knowledge sharing within the team and mentor junior and mid-level technicians.Operate, monitor, and maintain VMware-based virtualization platforms in VCSP and ECP environments (vSphere, vCenter, NSX, vSAN, and VMware Cloud Foundation).Handle incidents, service requests, changes, and problems in 1st and 2nd level support according to ITIL processes.Manage VCSP licenses, including administration, assignment, and issuance of VMware/VCSP licenses.Analyze monitoring, log, and performance data using tools such as Aria Operations, Aria Logs, and Zabbix.Execute maintenance, patching, and lifecycle activities, including upgrades, updates, and health checks.Support the operation of backup and disaster recovery solutions (e.g. Veeam).Collaborate with vendor support (Broadcom) and support the onboarding of new customers.Maintain operational, licensing, and process documentation.Interact regularly and professionally with customers to align requirements, communicate status updates, and ensure high service quality.Participate in a 24/7 on-call rotation after the onboarding period.ProfileSeveral years of practical experience operating complex VMware/VCF environments in a Managed Services environment.Experience in technical team leadership or as a Senior/Lead Engineer.Strong analytical, prioritization, and decision-making skills in incident and escalation situations.Very good understanding of service processes, SLAs, and ITIL.Strong sense of ownership and responsibility for the stability, security, and cost-efficiency of managed platforms.Ability and willingness to act as a technical point of contact and role model for the team.Completed IT-related vocational training (e.g. IT Specialist for System Integration) or a comparable qualification.Hands-on experience operating VMware infrastructures, ideally in a Managed Services environment.Solid knowledge of VMware vSphere and good working knowledge of NSX and vSAN.Experience with, or interest in, license management.Confident use of ticketing systems (e.g. Jira) and ITIL-aligned processes.Knowledge of monitoring and logging tools such as VMware Aria Suite and Zabbix.Team-oriented mindset, structured way of working, and strong communication skills.Strong customer and service orientation with clear, professional communication skills, even in highly technical situations.Very good English skills; German is an advantage.Why Join Us?Work with cutting-edge cloud technologies alongside a high-performing team.Influence technical decisions and contribute to engineering best practices.Enjoy a respectful environment with open communication, teamwork, and opportunities for growth.Benefit from competitive compensation, attractive benefits, and a remote-first working model.