Company Description
Arηs is a fully independent group of companies specialized in managing complex IT projects and systems for large organisations, focusing on state-of-the-art software development, business intelligence and infrastructure services.
We are composed of 13 entities across 6 countries that are unified by the Arηs Group, with more than 1750 consultants.
This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.
Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.
Established in 2016, the Greek entity Arηs Developments Hellas aims to extend Arηs Group activities dedicated to the European market providing high-quality services in Software Development, covering the entire application development lifecycle: starting with user requirements, business process redesign and specifications, to continue with development, testing and application maintenance.
Job Description
- Monitor and pick up incident and change tickets assigned to the Infrastructure team via ServiceNow.
- Validate the completeness and clarity of ticket information; request missing details from the requester or change scheduler when needed.
- Implement or resolve tickets related to non-production environments, directly.
- For production environment tickets:
- Gather and add all relevant supporting information and documentation to the ticket.
- Assign the ticket to the appropriate Infrastructure sysadmin with matching expertise.
- Notify the assigned colleague promptly and ensure follow-up.
- Continue monitoring and processing all tickets as above.
- Take full ownership of solving and implementing both production and non-production tickets independently.
General and ongoing tasks:
- Ensure technical and procedural documentation related to ticket resolution and implementation is created or kept up to date, with input from Infrastructure colleagues.
- Forward non-standard requests only when necessary, based on complexity or required authorization.
- Report weekly on tickets processed: number solved, implemented, forwarded, and those remaining in the queue.
- Actively contribute to improving ticket handling workflows.
- Where feasible, script repetitive or standard tasks to automate their execution; document these scripts clearly and store them in the team’s Git repository using the standard workflows.
- Work cooperatively and independently, ensuring timely and professional communication (preferably via direct interaction rather than email).
Qualifications
Mandatory:
- Bachelors degree plus 10 years of experience in a relevant field.
- At least 3 years of experience in a technical support or ICT infrastructure role within a structured service management framework, including server operations (VMware, Windows Server, Linux), incident resolution, change processes, and ticket management best practices.
- At least 2 years of experience with ServiceNow (or another ITSM platform), including incident and change management.
- At least 2 years of experience in SLA-driven operations and escalation paths, including assessing, triaging, and resolving or escalating technical issues based on SLA guidelines.
- At least 3 years of experience working in heterogeneous infrastructure environments (VMware, Windows Server and Linux).
- At least 2 years of experience interacting with cross-functional IT teams and stakeholders in a ticket-based operational setting.
- Good knowledge of ICT infrastructure concepts, including server operations (VMware, Windows Server, Linux), incident resolution, change processes, and ticket management best practices.
- Good knowledge of ServiceNow (or equivalent ITSM platform), including incident and change management.
- Good knowledge of SLA-driven operations and escalation paths, including assessing, triaging, and resolving or escalating technical issues based on SLA guidelines.
- Excellent knowledge in heterogeneous infrastructure environments (VMware, Windows Server and Linux).
- Good knowledge and display of prerequisites of working independently, including strong sense of responsibility, accuracy, and proactiveness in operations.
Desirable:
- Experience maintaining and updating operational or technical documentation.
- Experience using scripting (e.g. PowerShell, Bash) to automate and document repeatable tasks.
- Experience with infrastructure automation and version control practices using Git.
- Knowledge of scripting in PowerShell and/or Bash.
- Knowledge of standard IT workflows for handling script automation and versioning with Git.
