For our client – worldwide leader in innovative IT and networking technologies – we are currently looking for a Hightouch OPS Engineer.
- Contract: B2B (Self-employment), full time, 1-year with a possibility of prolongation
Role Overview
The Hightouch OPS Engineer is a senior consulting engineer who helps customers plan, design, implement, and optimize enterprise technology solutions and services to accelerate business outcomes. This role blends deep hands-on technical expertise with customer-facing consulting, pre-sales support, and delivery leadership. You will troubleshoot complex issues, build and use lab simulations to validate solutions, and produce high-quality technical documentation and knowledge transfer.
Key Responsibilities
- Drive end-to-end technology design, implementation, execution, and optimization for customer projects/accounts.
- Partner with customers to plan, design, configure, and diagnose a broad suite of products, services, and solutions to accelerate customer outcomes.
- Support integration and implementation of tools, systems, and service assurance capabilities.
- Lead technical delivery activities, ensuring project execution aligns with customer requirements and timelines.
- Translate business requirements into solution designs and technical deliverables.
- Build customer simulations in test/lab environments to reproduce, resolve, and validate complex problems and compatibility issues.
- Create and deliver customer-facing collateral, documentation, portals, and knowledge transfer materials.
- Align technical deliverables to measurable business outcomes and guide technology transitions by influencing solution architectures and service approaches.
- Ensure compliance with company policies, processes, and required delivery tools to support Professional Services strategies and goals.
Role-Specific Responsibilities
- Work extensively with customers and internal/external stakeholders (e.g., account teams, delivery partners) on strategy, deployment, and optimization of solutions and services.
- Act as a technical lead in the execution of delivery projects, coordinating resources and driving accountability.
- Improve and standardize methods developed in the field for wider reuse (knowledge sharing and best practices).
- Create, review, and approve project deliverables, including:
- Design Recommendations
- High-Level Design (HLD)
- Low-Level Design (LLD)
- Implementation / Change Management Plans
- Build and/or leverage test environments as required to resolve highly complex issues.
- Use software skills and tools to configure, deploy, and troubleshoot solutions; contribute to reusable digital intellectual capital (e.g., scripts, automation, diagnostic tooling).
- Serve as a focal point for problem resolution in assigned customer engagements, ensuring rapid and accurate resolution of complex issues across multiple technology areas.
- Perform first-level troubleshooting before escalating to advanced support teams, ensuring high-quality handover when escalation is needed.
- Ensure proper data anonymization for strategic customers while facilitating issue resolution with global support organizations.
Required Qualifications
- Bachelor’s degree in Computer Science (or equivalent experience).
- 5–8 years of relevant experience in consulting engineering, operations engineering, or professional services delivery.
- Advanced degree preferred.
Technical Skills (Preferred)
- Advanced networking and troubleshooting skills (equivalent to professional-level certifications/experience).
- Experience with deployment, configuration, optimization, and service assurance in enterprise environments.
- Ability to build reproducible test/lab scenarios and validate interoperability/compatibility.
- Scripting/automation skills to improve operational efficiency and build reusable tooling.
Language Requirements
- Fluent in Italian and English.
What Success Looks Like
- Customer solutions are delivered on time, to specification, and aligned to business outcomes.
- Complex incidents are resolved quickly, with effective first-level troubleshooting and clean escalation when needed.
- Project documentation is clear, complete, and enables smooth adoption and ongoing operations.
- Reusable assets (scripts, templates, runbooks, designs) improve delivery quality across the wider practice.
Take your career to the next level with exciting projects, expert teams, and cutting-edge technologies. Apply now!
Location: Milan, Italy | Hybrid
