Consultant en gestion de services informatiques/Consultante en gestion de services informatiques

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ITIL Incident Manager – Customer Service

Location

On-site

Context

This position sits within the “Operations & Services” domain of the technology organization, specifically in the Customer Service Product Area. The team is engaged in a digital transformation journey aimed at improving efficiency and quality within well-established repair platforms. The scope includes over 50 dedicated service centers, thousands of authorized dealers, and skilled technicians across some of the world’s most prestigious retail locations. It spans activities related to the repair of watches, jewelry, writing instruments, and leather goods, combining both traditional and industrialized approaches.

Job Purpose

The Application Operations Engineer plays a key role in ensuring the stability, security, and performance of a critical digital application supporting after-sales operations. This role involves operational support, maintenance, monitoring, and collaboration with internal and external stakeholders to drive continuous improvement.

Key Responsibilities

• Manage and resolve complex incidents escalated from Level 2 support via ServiceNow.
• Analyze root causes and implement effective fixes.
• Escalate to the application vendor or other teams as necessary.
• Validate bug fixes to ensure resolution and avoid regressions.
• Assist business analysts with enhancement requests and backlog prioritization.

Collaboration and Communication

• Maintain close coordination with Level 2 support teams.
• Liaise with application vendors for bug tracking, enhancements, and deployment coordination.
• Work with product owners, infrastructure teams, and business stakeholders to ensure seamless operations.
• Oversee infrastructure maintenance and upgrades with minimal disruption.
• Monitor infrastructure performance and proactively identify issues.
• Develop and maintain knowledge base documentation for support teams.
• Ensure up-to-date troubleshooting guides and technical references are available.

Monitoring and Reporting

• Monitor application health, performance, and security using dashboards and monitoring tools.
• Address bottlenecks, vulnerabilities, and inefficiencies.
• Create and maintain scripts and alerts for proactive incident detection.
• Contribute to test automation design and execution.
• Report vulnerabilities to the technical lead and security team.
• Participate in security audits and apply security best practices to protect systems and data.
• Evaluate and improve application support processes.
• Identify and implement automation opportunities to reduce repetitive tasks.
• Actively participate in Agile ceremonies (daily stand-ups, sprint planning, retrospectives).
• Maintain activity statuses in Jira and/or ServiceNow.

Skills and Experience

Technical Qualifications

• Degree in Computer Science, IT, or related field.
• 5+ years’ experience in application operations or support.
• Proficiency in incident management tools (e.g., ServiceNow, Jira).
• Strong problem-solving and debugging skills.
• Understanding of web architecture and integration patterns (e.g., synchronous APIs, event-driven architecture).
• Familiarity with cloud platforms (e.g., AWS) and relational databases (e.g., SQL Server).
• Experience with monitoring tools (e.g., Datadog).
• ERP or PLM experience is a plus.

Soft Skills

• Strong communication and interpersonal abilities.
• Proactive, self-driven, and detail-oriented.
• Comfortable working independently in a small team within a larger organization.
• Excellent English, both spoken and written; additional languages are a plus.

Preferred Background

• Experience in the manufacturing or luxury goods sector is advantageous.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Retail Luxury Goods and Jewelry

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