Support Consultant Connect Project (Telco) (m/f/d))

Location

Calle Bergara 13

8002 Barcelona

Employment Area

IT - Service and Support

Level

Experienced professionals

Working Model

Full-time

Reference ID

48183

Schwarz Digits creates the technological foundation for digital sovereignty in Europe. As the IT and digital division of the Schwarz Group, we develop and manage the IT infrastructures for the retail divisions Lidl and Kaufland, as well as Schwarz Production and PreZero. At the same time, we operate as an independent provider in the external market to support companies across Europe in their digital transformation. We bundle our core services in the areas of Cloud, Cyber Security, Data & AI, Communication, and Workspace.

Join us and contribute to digital sovereignty in Europe. With us, you will work at the intersection of agility and security: You will benefit from fast decision-making processes, enjoy genuine creative freedom in your projects, and be able to build upon the stable foundation of the Schwarz Group.

Your tasks

Expert Incident Governance: Together with different teams, you will be at the heart of the resolution of critical incidents within the Lidl Connect ecosystem.

Systemic Problem Management: Shift from reactive support to proactive engineering. Analyze trends to identify underlying architectural flaws and collaborate with Product Managers to design and deploy permanent structural fixes.

Technical POC & Liaison: Act as the primary technical authority between end-users, internal product squads, and international Tier-1 providers. You translate complex technical debt into actionable business requirements.

Operational Leadership: Champion the maturity of Incident, Problem, and Knowledge Management frameworks. You don't just follow the process; you optimize it to reduce Mean Time to Repair (MTTR).

Advanced Knowledge Engineering: Create high-level technical blueprints and SOPs. Conduct masterclasses for 1st and 2nd level teams to shift-left knowledge and empower the broader organization.

Strategic Stability: provide a safety net for the most business-critical hours while contributing to high-level reporting and cross-functional steering committees.

Your profile

Experience: Extensive proven track record (2+ years) in high-tier technical support specifically within Telecommunications (MVNO/Mobile Core) environments.and at least 5 years in a Support environment in a tech company.

Telecom Ecosystems: Deep understanding of BSS/OSS systems, provisioning flows, and telecommunications product portfolios.

Linguistic Precision: Professional fluency in Spanish and English (C1 level). You must be comfortable defending technical decisions and negotiating with international stakeholders.

Architectural Thinking: Ability to see the "big picture" of how a single technical glitch impacts the entire customer journey and the business's bottom line.

Crisis Management: The ability to lead a "war room" environment during outages, maintaining a calm, decisive presence under extreme pressure.

Radical Proactivity: A mindset focused on automation and "anti-fragility" - you seek to automate recurring manual tasks to improve system resilience.

Influence & Diplomacy: Strong interpersonal skills to navigate complex relationships with external vendors and internal C-suite stakeholders.

Our benefits