VIP Cloud Incident Specialist — Bilingual EN/FR

Jobtailor; Paris; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Jobtailor in Paris, France is seeking a Senior Incident Response Lead to prioritize, investigate, and resolve critical incidents for VIP customers, ensuring SLA compliance and clear communication in French and English.

You will coordinate with Level 3 teams, create quick workarounds to restore operations, document findings in the knowledge base, and mentor teammates while supporting ongoing training.

Qualifications

• 2–3 years of experience supporting or deploying complex cloud architectures (IaaS/PaaS).
• Hands-on with Linux, networking, APIs, virtualization; Kubernetes, Terraform, containers valued.
• Strong incident management with SLA knowledge and finding quick workarounds under pressure.
• Experience with ticketing, monitoring, and collaboration tools (e.g., Jira, Deskpro, Diabolocom, Slack).
• Fluency in English and French, written and spoken.

Responsabilités

• Prioritize, investigate, and resolve critical incidents reported by VIP and premium accounts.
• Ensure strict adherence to response times and SLAs.
• Communicate clearly in French and English with customers under pressure.
• Route unresolved issues to Level 3 or specialized teams (Dev, Product, Infra, Billing).
• Document incidents, technical findings, and support processes to enrich the knowledge base.
• Mentor new team members and support internal training initiatives.

Connaissances

Cloud Architecture

Linux

Networking

APIs

Virtualization

Kubernetes

Terraform

Containers

Incident Management

Ticketing Tools

Bilingual EN/FR

Outils

Jira

Deskpro

Diabolocom

Slack

Description du poste

Jobtailor in Paris, France is seeking a Senior Incident Response Lead to prioritize, investigate, and resolve critical incidents for VIP customers, ensuring SLA compliance and clear communication in French and English.

You will coordinate with Level 3 teams, create quick workarounds to restore operations, document findings in the knowledge base, and mentor teammates while supporting ongoing training.