Description
The customer is an established automotive business operating in a European market and providing distribution, commercial, and customer-focused services. It supports vehicle sales and after-sales operations through a broad business partner network, while investing in digital transformation, cloud technologies, data-driven solutions, and cybersecurity. The project maintains and enhances Volkswagen Group Italia's mobile and web solutions to ensure their stability, security, and performance.
Responsibilities
•Handle L3 tickets in VGI ServiceNow within the specified SLAs: accept Critical within 1 hour, High within 2 hours, Middle within 4 hours, and Low by the next business day; resolve or provide a workaround within 2, 4, or 8 hours, or by the next business day, respectively. The SLA clock does not reset when escalated from L1
•Diagnose issues by analyzing logs in VGI Splunk, reproducing them in the test environment, and analyzing code and integrations
•Provide immediate workarounds to restore service, record them in tickets, and implement permanent fixes afterwards
•Implement fixes only in VGI GitLab through Merge Requests with mandatory code review; pass quality gates for SAST, SonarQube, and image scanning; hand over fixes to QA for validation and regression testing
•Prepare VGI CAB change descriptions, risk assessments, and rollback plans; support scheduled releases or hotfixes based on criticality
•Perform root cause analysis for critical and recurring incidents and define corrective actions
•Handle Major Incidents and Critical cases by following the Andersen escalation path and working with the Delivery Manager and VGI Project Manager until service is stable
•Support continuous software updates by fixing regression code issues after version and dependency updates and participating in impact analysis for major version updates
•Update technical documentation and the ServiceNow Knowledge Base after significant fixes
•Provide evolutionary maintenance requested by VGI, with estimates and approval handled separately, in line with VGI technical standards and the Logging Concept
Requirements
•At least 3 years of commercial development and maintenance of production web applications
•Strong C# and ASP.NET skills, including legacy ASP.NET applications, on IIS and Windows Server
•Microsoft SQL Server skills, including T-SQL and query analysis
•Experience with Git, GitLab Merge Request workflows, GitLab CI, and basic Docker
•Experience with dependency management using NuGet or Maven and migrating outdated libraries and frameworks
•Log-based troubleshooting experience with Splunk or similar tools; secure coding skills and OWASP Top 10 awareness
•Experience with support and maintenance under SLAs, incident and problem management, and ITIL basics
•English at Upper-Intermediate level or above
•Italian at Intermediate level or above
Nice to have
•Java, TypeScript, Angular
Conditions
•Locations: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and The Netherlands
•The company offers access to BA meetups and compensation for international professional certificates
•Employees can develop as technical specialists or resource managers and take on a mentoring role
•Employees have access to the Andersen Knowledge Base, with courses in negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, and people management
