JOB DESCRIPTION

About the unit

The Operations Unit (OPU) and the Platforms and Infrastructure Unit (PIU) ensure the continuous, secure, and efficient functioning of the Justice and Home Affairs (JHA) information systems and services entrusted to eu-LISA. OPU oversees the 24/7 operational management of these systems, including real-time performance monitoring, incident and problem resolution, end-user support, and standby operations at the backup site in Austria, ensuring uninterrupted availability and service quality.

PIU designs, operates, and maintains the underlying networks, infrastructure, and platforms—delivered through Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) models—that host the JHA applications. It ensures these components are secure, reliable, and scalable, and manages the configuration management process, including the Agency’s Configuration Management Database (CMDB).

About the job

eu-LISA aims to establish a reserve list to attract and select the best talent. Successful candidates will work under the supervision of the relevant Head of Sector and report to the Head of Unit (either the Operations Unit or the Platforms and Infrastructure Unit). In this role, you will play a key part in ensuring the secure, reliable, and uninterrupted delivery of the Justice and Home Affairs (JHA) information systems and services entrusted to the Agency. Your work will directly support eu-LISA in fulfilling its mandate, achieving strategic objectives, strengthening its reputation, and delivering high-quality solutions that meet the evolving needs of its stakeholders.

Your tasks will include a wide range of responsibilities that extend beyond the following list:

• Ensure the delivery and performance of assigned services in line with business requirements, service level agreements (SLAs), and key performance indicators (KPIs).
• Define service key performance parameters for the related services, follow up on the implementation and the reporting.
• Act as the single point of contact for service-related matters, liaising with internal business stakeholders, technical teams, and external partners.
• Monitor service operations to ensure timely and effective handling of incidents, requests, problems, and changes in order to balance the workload and ensure timely and quality resolution of the tickets.
• Oversee the implementation of releases and changes, coordinating with project teams and ensuring service continuity.
• Monitor service performance, availability, and reliability, and take proactive steps to mitigate service disruptions.
• Define and manage service performance metrics, prepare regular and ad-hoc service reports, and support decision-making with data-driven insights.
• Supervise the performance and compliance of external contractors and support providers, including review of reporting and deliverables.
• Coordinate or support project activities relevant to the service, ensuring alignment with service objectives and readiness for transition.
• Maintain and update the service roadmap, aligning technical evolution with business needs and organizational priorities.
• Monitor service-related budget consumption and contribute to planning of future financial periods, including license and contract renewals.
• Drive continuous improvement by identifying areas for optimisation and implementing actions to enhance service quality and value.

Eligibility criteria

To be eligible for recruitment and selection, you need to meet the following formal criteria, which need to be fulfilled by the deadline for application:

General conditions

1. You are national of one of the EU Member States or Norway, Iceland, Liechtenstein, or Switzerland and you enjoy full rights as a citizen^[1];
2. You produce the appropriate character requirements for the duties                                                                                                                    involved;
3. You are physically fit to perform your duties^[2];
4. You have fulfilled any obligations imposed on you by the laws concerning military service.

Education

5. You have a level of education which corresponds to completed university studies attested by a diploma provided that the normal period of university education is three years or more

Only qualifications awarded in an EU Member State or that are subject to an equivalence certificate issued by an authority in a said EU Member State shall be taken into consideration.

Language

6. You have a thorough knowledge (C1 level) of one of the 24 EU official languages   and a satisfactory knowledge (B2 level) of another EU official language for the performance of your duties.

Selection Criteria

eu-LISA aims to establish a reserve list from which to source the best talent. The suitability of candidates will be assessed against the following criteria during different stages of the selection procedure:

Professional experience and knowledge

1. Ability to perform the duties outlined in the section “About the job”.
2. Experience managing vendor relationships, contract oversight, and ensuring service continuity.

Personal competencies

3. Ability to communicate clearly and produce actionable documentation for diverse audiences.
4. Ability to coordinate and manage relationships among multiple stakeholders effectively.
5. Ability to collaborate proactively with a service-oriented mindset, driving problem-solving and innovation.
6. Ability to demonstrate resilience and exercise sound judgment in complex or ambiguous situations.
7. Excellent organisational skills, maintaining a clear overview of multiple tasks including the ability to

prioritise towards deadlines and focus on key objectives as well as pay attention to details.

Language

8. Strong communication skills in English, both orally and in writing, at least at the C1^[3] Advantageous
9. Experience in service management statistics and data analysis to support service optimisation.
10. Knowledge or experience in drafting technical specifications or contributing to procurement procedures.