Incident Manager L1/L2

il y a 3 semaines

Paris, Ile-de-France La Fosse Temps plein
  • Contract: 6 months+ (2-3 years scope)
  • Location: Paris (80% remote)
  • Language: French + English mandatory


CONTEXT


The Team develops and maintains the Product to ensure it meets the business needs and is delivered within agreed standards and timescales.


The team creates technical specifications, development and support the system and their interfaces and ensure required functionality and integrity are met.


The Product is developed with Uniface Language and it’s a full in-house development.


Approximatively 100 issues tickets per month are submitted by the users.

The Support Specialist will manage L1 /L2 incidents, identify and implement incident resolution.



KEY ACTIVITES AND DELIVERABLES


Activities:


  • Incidents management.
  • Manage the entire lifecycle of incidents from detection to resolution.
  • Classify, prioritize, diagnose the source of incident.


  • Provide resolution for L1/L2 incidents.
  • Escalate complex problems to L2/L3.


  • Post incident analysis and reporting (recommendations to improve the application, action plan to avoid any recurrence).


  • Complete Spirit Management Platform knowledge base (resolution procedures, application documentation, …).


  • Help the Business Analyst to test new functionalities.
  • Work transversally for all the affiliates.
  • Regular follow up with Spirit Management Team.


The project requires to manage incident, produce deliverables and lead regular meetings in a proficient English.



EXPECTED EXPERIENCES & SKILLS


  • 3+ years of experience in a related area.
  • Support experience, incident management in ERP context (modules: stocks, inventory, purchases, production, finance).


  • Experience in various operations functional areas (e.g.: operations, manufacturing, industrial systems, aging, blending, warehouse management, quality, traceability, etc.).


  • Collaboration, teamwork & agile ways of working.
  • Communication skills, with the ability to talk with both technical & non-technical stakeholders.


  • Analytic & critical thinking, with experience in analysing & breaking down problems & information using structured frameworks & methodologies.


Technical Skills


  • Strong understanding of manufacturing processes and ERP systems.
  • Capability to investigate & analyse data: relational database concepts and SQL knowledge required.


  • Knowledge of ServiceNow and Jira
  • Uniface knowledge Mandatory


Languages Skills:

French + English (Both mandatory)


APPLY HERE OR AT:

menna.chikhi@lafosse.com

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