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IT Operations Manager F/H
Il y a 2 mois
Fnac Darty stands as a prominent player in the European omnichannel retail landscape. Specializing in the distribution of technical products, household appliances, and cultural goods, we pride ourselves on our exceptional after-sales service across 13 countries, with a network of 1010 stores and a robust online presence attracting 27 million unique visitors monthly. Our workforce is our most valuable asset, embodying our commitment to informed choices and sustainable consumption.
We are seeking an experienced professional to join our Digital Factory within the Sales IT Department as the deputy to the Head of the BRI Group team (Incident Resolution Bureau). This team is dedicated to providing application support across various platforms and ensuring seamless production support in collaboration with our Tech Leads. In this role, you will oversee a team of two individuals.
Your Key Responsibilities:
- Coordinate and manage the team's activities while tracking task progress.
- Oversee vendor missions in collaboration with sales representatives.
- Facilitate communication with Feature Teams and business units (e.g., Call center, B2B, NCG, Siebel).
Support Responsibilities:
- Provide technical support for users (N2 and N3) and manage incident resolution from start to finish in conjunction with feature teams (N3).
- Ensure proper handling and monitoring of incidents.
- Analyze production incidents and recommend preventive measures.
Continuous Improvement Initiatives:
- Standardize team processes, methodologies, and documentation.
- Create and maintain procedures and technical documentation.
- Monitor the incident backlog and implement actions to:
- Reduce ticket volume.
- Minimize average resolution time.
- Enhance visibility of BRI activities to:
- Educate Digital Factory teams about the BRI's functions.
- Identify topics for inclusion in Feature Teams' PI.
Delivery Management:
- Plan, coordinate, and monitor Digital Factory deliveries.
- Contribute to the ongoing enhancement of the delivery process.
- Collaborate with cross-functional project managers on delivery coordination.
Engage in the year-end audit process concerning Fnac Back Office Changes.
Develop automated dashboards to track changes and provide annual statistics.
Candidate Profile:
We are looking for individuals with a minimum of 5 years of experience in level 2 production support and prior team management experience.
Benefits:
We offer a range of benefits including remote work options, holiday bonuses, employee discounts, access to a company canteen, parking facilities, 6 weeks of paid vacation, 11 RTT days, and opportunities for internal mobility.
Required Skills:
Proficiency in Java, C#/.NET, advanced SQL, Unix/Bash, Jira, and supervision tools (Kibana, Dynatrace, Grafana, etc.).
