Purpose & Overall Relevance for the Organization
The role aims to support and continuously optimize IT Operations by combining Service Management practices with foundational software development skills.
This position will contribute to the stability and efficiency of services by not only executing core Service Management activities but also developing lightweight solutions (e.g., scripts, automations, monitoring enhancements, and temporary workarounds) that improve operational performance, reduce manual effort, and accelerate incident resolution.
Key Responsibilities
Service Management
Support and apply Service Management best practices (e.g., ITIL, Agile), adapting them to operational needs.Participate in key processes such as Monitoring & Event Management, Incident Management, Problem Management, Service Request Management, and Change Management.Assist in the identification of recurring issues and contribute to defining preventive and corrective actions.Collaborate in service monitoring activities, helping improve visibility and early detection of incidents.Contribute to documentation and knowledge management to enhance operational efficiency.
Operational Automation & Monitoring
Develop simple scripts or tools to automate repetitive operational tasks.Support the implementation and enhancement of monitoring solutions (alerts, dashboards, log analysis).
Create temporary technical workarounds to mitigate service impacts while permanent fixes are developed.Identify opportunities for optimization in service operations and propose lightweight technical solutions.
Software Design
Creates and documents basic designs for simple tools,



scripts, or components using agreed standards and guidelines.Contributes to the design of small enhancements that improve operational processes.Reviews own work for quality and consistency.
Programming / Software Development
Designs, codes, tests, and maintains simple scripts or small applications focused on operational efficiency.Applies development best practices and coding standards.Refactors and improves existing scripts and tools used in operations.
Testing
Executes test scripts and validates developed solutions (e.g., scripts, automations).
Records results and ensures solutions meet operational requirements.Understands the role of testing in ensuring reliability and stability of services.
Application Support
Assists in investigating and resolving application issues.Supports maintenance activities and contributes to faster resolution through technical analysis and tooling.
Key Skills
Strong process mindset with interest in Service ManagementBasic programming/scripting skillsProblem-solving and analytical thinkingCuriosity and proactive mindset for automation and optimizationRisk awareness and sense of ownership
Key Relationships
Tech Lead & Product Teams (consultants, developers, project managers)Product Owners and business stakeholdersService Management teamsExternal suppliers
Requisite Education and Experience / Minimum Qualifications
Apprentice ship successfully completed in relevant IT areaProficient spoken and written command of English1 year of experience in relevant area
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