Support Specialist (L1 Service Desk)

Lingaro Group

Job Summary: We are looking for an experienced Al Ops Tech Leader — Operations Support to lead the intelligent transformation of our operations support functions. This senior technical leadership role combines deep hands-on contribution to data & Al solutions that directly enhance operations support processes with strategic leadership in developing AIOps tools/platforms and driving Al technical direction for all operations support initiatives. The role is explicitly centered on operations support domains — including incident management, major incident response, problem management, change enablement, service desk / Level 1—3 support, monitoring & observability, service reliability, and operational resilience. You will remain actively involved (-40—50%) in delivering technical support in data solutions that solve real operations support pain points, while leading the design, build, and evolution of AIOps tooling and serving as the principal Al technical authority for operations support transformation programs. This is a player-coach position in the operations support space: hands-on technical delivery + team leadership + Al architecture governance for operational excellence.   Key Responsibilities Hands-on Data & Al Solutions for Operations Support •            Actively lead and contribute to high-impact data/AI projects that directly improve operations support outcomes — e.g., real-time incident enrichment, predictive alerting, automated root-cause analysis, change risk scoring, ticket clustering & autotriage, knowledge mining for support agents, and intelligent runbooks. •            Design and deliver scalable features embedded into operations support workflows and platforms (ServiceNow, Jira Service Management, monitoring tools, ITSM systems, etc.) in collaboration with multidisciplinary competency teams. •            Ensure solutions meet strict operations support SLAs for reliability, low latency, auditability, explainability, and zero-downtime deployment. •            Up-to-date with innovations and research in AIOPS Tools AIOps Tools & Platform Leadership for Operations Support •            Lead the architecture, development, and continuous enhancement of internal AIOps platforms and reusable components that power operations support teams — including integration with ITSM, observability (Prometheus/Grafana/ELK/Dynatrace/Splunk), ticketing, and automation tooling. •            Support  MLOps/AlOps best practices specifically for production operations support Al systems: model monitoring in live ops environments, drift & performance degradation detection, rollback mechanisms, and cost control at operational scale. Al Technical Leadership for Operations Support Initiatives •            Serve as the lead Al technical authority and trusted advisor for all operations support programs, automation movements, and Al transformation efforts across service operations, NOC, support desks, infrastructure operations, and reliability engineering. •            Lead technical discussions, architecture reviews, PoCs, vendor evaluations, and solution selection whenever Al is being considered or applied to operations support challenges. •            Identify, prioritize, and drive the highest-ROI Al use cases in operations support — e.g., reducing MTTR/MTTD, automating Level 1 triage, predicting PI incidents, autogenerating post-mortems, optimizing shift handovers, and enabling proactive operations support.     Team & People Leadership •            Build, mentor, and lead a high-performing squad of AIOps specialists focused on operations support outcomes. •            Foster a culture of rapid experimentation, production-first mindset, and relentless focus on operational impact (reduced toil, faster resolution, higher availability). •            Perform technical coaching, design/code reviews, and career development with emphasis on operations support domain knowledge. Stakeholder & Cross-Functional Collaboration •            Partner intensively with operations support leaders, incident managers, service owners, reliability engineers, ITSM/process teams, and infrastructure groups to align Al initiatives with operational priorities and pain points. •            Strong collaboration with DS&AI Competency.   Qualifications & Experience Required •            10+ years in data engineering, Al/ML engineering, or operations support technology roles, with 4—6+ years in technical leadership positions within operations support / IT operations / service operations environments. •            Proven track record delivering production Al/ML/data solutions that measurably improved operations support KPIs (MTT R, MTT D, ticket deflection, toil reduction, availability). •            Strong hands-on expertise with modern data/AI stacks (Python, Spark, Kafka, Airflow, cloud data platforms, PyTorch/TensorFlow, LLM frameworks) and integration into operations support ecosystems (ServiceNow, PagerDuty, Splunk, Datadog, Moogsoft, BigPanda, etc.)., Databricks, Azure/ADF.   •            Deep practical experience with AIOps patterns in live operations support settings: event correlation, anomaly detection, automated actions, predictive analytics, GenAI for ops. •            Experience leading development or significant enhancement of AIOps/internaI tooling platforms specifically for operations support teams.     Preferred •            Background in ITIL-aligned operations support processes (incident, problem, change, service request, knowledge management). •            Hands-on work with GenAl/LLM applications in operations support (ops copilots, auto-remediation agents, intelligent knowledge search, summarization of alerts/incidents). •            Prior success scaling AIOps capabilities in large-scale operations support / NOC / shared service environments. Leadership & Soft Skills •            Ability to stay deeply technical while leading people and strategy in a high-velocity operations support context. •            Excellent communication — can explain complex Al concepts to operations support practitioners and translate operational pain into technical roadmaps for executives. •            Strong bias for action, production impact, and reducing operational toil through intelligent automation.

Bisly

ABOUT US Bisly is a technology company on a mission to save our planet by making professional intelligent buildings mainstream, so we save energy and fight climate change through deployment of our patented Cloud based building automation portfolio, consisting both of software systems and hardware products. We have achieved market leader position in our home market and are actively looking to replicate that in our target markets in Germany and Poland.  We are looking for an experienced Customer Support Specialist to join our team of dedicated professionals. YOUR MISSION As the Customer Support Specialist at Bisly, you will be responsible for owning the quality, scalability, and day-to-day execution of Customer Support by running the L1 support operation with Forus, leading L2 escalations end-to-end, and maintaining the processes, knowledge base, and feedback loops that reduce time-to-resolution and prevent repeat issues, while ensuring clear, confident communication with customers and partners. KEY RESPONSIBILITIES As the Customer Support Specialist at Bisly, you will be responsible for: * Ensuring clear, consistent communication with customers, partners, and internal stakeholders; * Identifying recurring customer issues and sharing structured feedback with product, engineering and operations teams to support product and process improvements; * Running and continuously improving our level 1 support operations with external partner (ways of working, SLAs, quality); * Owning level 2 escalations through Jira, ensuring tickets are correctly categorized, prioritized, documented and followed through to resolution in coordination with internal teams and partners; * Maintaining and improving customer-facing support documentation, FAQs, internal knowledge-base materials and playbooks (triage, escalation, communication standards); * Tracking support performance metrics and driving improvements to speed up resolution and reduce repeat issues. TO SUCCEED IN THIS ROLE, YOU'LL HAVE * Strong experience in technical troubleshooting (ideally in building automation / BMS, IOT, HVAC, or similar systems); * Confidence in customer communication: setting expectations, de-escalating, and explaining technical topics clearly; * Experience with Jira or a similar ticketing system, including ticket management, escalation workflows, prioritization and cross-team coordination; * Proven ability to run support processes (triage, escalation paths, SLAs/OLAs, playbooks, quality assurance routines); * Experience working with an external support partner/vendor (handoffs, quality control, performance follow-up); * A structured approach to problem solving (root cause thinking, documentation, preventing repeat issues); * Strong written communication and documentation habits (tickets, runbooks, templates, incident updates); * Ownership mindset: you drive cases and improvements through to completion without needing heavy oversight. WHY US? At Bisly, we value talent, innovation, and collaboration. Here’s what you can expect when you join our team:  * The chance to work on exciting projects and see your ideas come to life. * Wellness compensation or additional health insurance with Stebby. * Birthday leave and flexible vacation - your personal 'me time' to relax, explore or spend time with loved ones. * Competitive compensation package. * Supportive work culture, with team-building events and activities.

Proxima Fusion

WHO WE ARE Proxima Fusion is Europe’s fastest-growing fusion company and the continent’s best-funded fusion player, as well as the first spin-out from the Max Planck Institute for Plasma Physics (IPP). Backed by over €650M and powered by a growing team across Munich, Zurich, and Oxford, we are developing the hardware and infrastructure needed to deliver the world’s first commercial stellarator fusion power plant. Our concept advances the most mature fusion technology out there, the Wendelstein 7-X stellarator, through two next-generation machines: Alpha and Stellaris. Our work combines stellarator optimization, advanced computation, machine learning, and high-temperature superconducting magnets to unlock higher-performance designs that were previously out of reach. Turning these designs into a functioning fusion power plant requires excellence and ownership across every discipline, from physics and engineering to software, manufacturing, law, and business functions. WHY JOIN PROXIMA FUSION * You will get to work on some of the most complex tech challenges to bring abundant, safe, clean energy to the world. * You'll get to join and learn from an exceptional selection of accomplished and driven individuals. * Do your life’s best work and enjoy the journey. * Get to show that big things are possible in Europe when you assemble the best talent. YOUR IMPACT As a German Policy Specialist ( Bavaria) you will be instrumental in shaping and influencing fusion energy policy within Germany, ensuring alignment with broader European and global policy frameworks. WHAT YOU WILL DO * Stakeholder Engagement * Build and maintain relationships with key regional stakeholders across Bavaria, incl. public institutions, research organizations, industry partners and community leaders. * Act as a local point of contact for stakeholders interested in Proxima’s activities. * Map and maintain a structured overview of stakeholders relevant to Proxima’s activities in the region. Regional Partnerships * Support the development of collaborations with Bavarian research institutions, innovation ecosystems and industrial partners. * Represent Proxima in regional events, workshops and stakeholder forums. * Strengthen Proxima’s visibility within the Bavarian political, tech, and research landscape. Public Affairs & Institutional Relations * Engage with regional and local policymakers and institutions relevant to innovation, energy and industrial development. * Prepare briefings, background materials and stakeholder communications in coordination with internal teams. * Monitor regional policy and ecosystem developments relevant to Proxima’s mission. Cross-Team Collaboration * Work closely with technical, op and communications teams to align stakeholder engagement with company priorities. * Support the organization of meetings, site visits and stakeholder events. * Capture stakeholder insights and ensure relevant feedback informs internal strategy. WHO YOU ARE * 3 to 4 years of professional experience in public affairs, stakeholder engagement, partnerships, regional development or a related field. * Strong political local network within Bavaria. * Experience engaging with public institutions, research organizations or industry stakeholders. * Excellent communication and relationship-building skills. * Fluency in German and English. * Familiarity with the Bavarian political, research and energy ecosystem. * Experience working with infrastructure, energy, tech or advanced manufacturing sector. * Experience coordinating multi-stakeholder initiatives and public-private partnerships. INTERVIEW PROCESS * Recruiter Interview (30-60 min) * Technical Screening (30 min) * Technical Panel (3x60 min) * CEO call (30 min) *This role sits at L1 of our framework, please inquire during the recruitment process for further information. At Proxima Fusion, our mission is bold: making limitless clean energy a reality. To get there, we need a high-performing, diverse team that brings different perspectives, challenges assumptions, and builds together with purpose. We know that diversity of thought and experience leads to better ideas, stronger execution, and a more resilient team. We don’t look at how you identify, what you look like, who you choose to worship or what ethnicity you are. We care about what you can bring to the table.