Support Engineer

il y a 3 semaines


HautsdeFrance, France Decathlon France Temps plein
L'IT FINANCE

Au cœur de la direction financière du groupe Decathlon et du réseau IT United, nos équipes IT Finance (60 coéquipiers-ères) assurent la conception, la mise en place et le bon fonctionnement de solutions informatiques.

Ces solutions permettent :
  • Aux financiers d'assurer leur métier de manière optimisée (clôture comptable, gestion des achats, pilotage économique, ),
  • D'accompagner la transformation digitale de la Finance chez Decathlon en étant force de proposition sur les nouvelles technologies (automatisation, RPA, API, Data-centric, IA, )
Les équipes sont ainsi réparties par pôle de compétences. Tu intègres le "pôle de production", en charge de la gestion des solutions du marché (type progiciels / Saas / développements spécifiques ).

Cette équipe est en construction et a pour objectif de sécuriser le parc applicatif et pouvoir adresser une plus grande mixité de sujets (techniques comme métiers).

Elle est aujourd'hui composée de 10 personnes basées à Lille.

Au vu de la criticité du périmètre et des enjeux stratégiques, de nombreux challenges attendent l'équipe afin de gagner en maturité technique et bonnes pratiques, toujours dans une ambiance de travail favorisant communication, entraide et célébration des victoires.

Ainsi, nous souhaitons renforcer l'équipe sur le support / run et pour relever tous ces défis, et recrutons un-e ingénieur-e Support, basé-e à Lille.

TES RESPONSABILITÉS

Tu prendras la responsabilité du support / run de l'IT Finance de Decathlon, en collaboration étroite avec des interlocuteurs variés dans un contexte international: équipes métiers, pôle de production, sécurité, OPS, qualité, TMA,

La mission allie à la fois une dimension de maintien en conditions opérationnelles du périmètre applicatif, dans une recherche d'amélioration de la satisfaction utilisateurs.
  • Piloter les indicateurs de performance, les analyser et proposer des solutions d'amélioration (qualité du support, analyse et suivi des temps de réponse, taux de disponibilité, satisfaction utilisateur, ),
  • Identifier et mettre en œuvre des axes d'amélioration afin de conserver un niveau de tickets acceptable (automatisation, traitements des récurrences,.)
  • Faire évoluer nos outils de monitoring / alerting afin de répondre aux exigences (performance, sécurité, ) , ainsi qu'aux enjeux stratégiques digitaux de l'entreprise.
  • Suivre et mettre à jour ta roadmap applicative (en collaboration avec les responsables applications et l'ensemble des dépendances des produits avec le reste du SI).
Formaliser et documenter la connaissance.
  • Participer à la construction et aux objectifs collectifs de l'équipe "pôle de production"
CE DONT TU AURAS BESOIN POUR RÉUSSIR
  • Tu possèdes une formation d'ingénieur-e, avec une 1ère expérience réussie dans la gestion d'un support applicatif
  • Tu es reconnu-e pour ta capacité à organiser, fédérer et animer
  • Curieux-se et responsable, tu comprends les besoins pour bien les adresser : tu analyses, tu identifies les problèmes et tu proposes des solutions durables.
  • Tu aimes travailler en équipe et es à l'aise pour travailler aussi bien avec des équipes techniques qu'avec des équipes fonctionnelles (vulgariser)
  • Tu es à l'aise pour comprendre et t'exprimer en anglais (niveau B2 minimum)
  • Tu as envie de rejoindre une entreprise à impact positif (#Tech4Good)
LES OUTILS QUE TU UTILISERAS
  • JIRA (suivi activité)
  • Datadog / Splunk / Grafana
  • Confluence (documentation)
  • ITSM S-MAX, Statuspal, Github
  • #User Api, kafka.
CE QUE NOUS T'OFFRONS
  • 2 jours de télétravail par semaine ;
  • Possibilité de travailler dans l'un des bureaux de Decathlon Digital à Lille, Paris ou Amsterdam ;
  • Matériel fourni en accord avec tes missions et nos engagements sociétaux (Mac, Windows, ou Chromebooks) ;
  • Une équipe de projet locale au sein d'un réseau mondial (possibilité de carrière internationale) ;
  • Développement des compétences et accompagnement (diversité des projets, certifications techniques dès la première année, formations internes et externes, etc.) ;
  • Package de rémunération (participation des employés aux actions de l'entreprise, bon

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