Key Activities:

• User support:
  • Manage incident opened by the users by:
    • Giving advice on how to use the application
    • Solving the incident if possible
    • Transfer the incident to the appropriate team (development team, infrastructure team, network team, …) with a first level of analysis to help them solve the issue.
  • Inform users about planed outages, new releases.
  • Have regular meeting with the development team and central support team to share information

• Daily User support:
  • Analyses requests (incidents & services requests) and establishes priorities in critical situations, with business representatives
  • Deals with request or escalates to specialists
  • Monitoring of KPI objectives
  • Suggests improvements to the System and the process
  • Look to optimize and standardize the System
  • In an emergency, under the control of the platform manager, coordinates actions with users and validates return to normal operations.

• Supervision of operations:
  • Masters the processes that ensure data consistency and quality between systems
  • Tracks all data interchanges between applications and takes actions with users to correct errors
  • Identifies and tracks essential operation malfunctions, analyzes the impact and takes actions to correct errors with the appropriate actors
  • In collaboration with other domain resources, ensures the service level required by users is maintained
  • Follow up the service level evolution.
  • Provides information to support performance indicators

• Project Contribution
  • Suggests application improvements
  • Contributes to testing and deployment of new IS/IT solutions in collaboration with the project team
  • Advises on adaptations to applications and business processes
  • Participates in the change management process

Skills:

• Understanding of ITIL Practices.
• Hands on experience on ITIL Tools like Service now, Service desk etc.
• Understanding of Lean and Agile Methodologies
• Technical
  • Practices:
    • Kafka(is good to have)
    • Kubernetes(good to have)
  • Knows
    • SQL(PostgreSQL/Oracle) - Must
    • ERP SCM(any)
    • Azure(good to have)

• Soft
  • English fluent
  • Good communication skills both written and verbal
  • Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction

• HR:
  • Candidate should have experience in Level 2 support
  • The candidate must have the ability to work in shift mode or on-call. Two shift operations:
    • Shift France: 12:30 PM – 21:30PM IST
    • Shift Americas: 6:30 PM – 3:30 PM IST