Lead and develop infrastructure engineers and service owners, fostering a culture of excellence and continuous improvement. Manage day-to-day technical operations, ensuring service availability and performance targets are met. Handle escalations, drive service improvement plans, and ensure high-quality incident and request resolution within SLA. Oversee backend server health, configuration management, and deployment lifecycle across environments. Ensure compliance with ITIL processes, conduct operational health checks, and manage crisis situations effectively. Maintain strong customer relationships, track feedback, and deliver professional communication to stakeholders. Plan and implement new service operations, manage budgets, and support feasibility and ramp-up phases of projects. Provide technical leadership in cloud services, infrastructure components, and IT security requirements. A strategic thinker with over 10 years of experience in IT support, including 5+ years in team leadership. Expert in Microsoft systems and cloud technologies (e.g., Entra ID, O365, Active Directory, DHCP, DNS, Windows Servers). Skilled in configuration management, automated deployment, and IT security compliance. Strong interpersonal, leadership, and organisational skills with a proven ability to influence and deliver through people. Willing to work according to the German calendar and participate in on-call schedules and international travel if required. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best