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IT Operations Manager F/H
Il y a 2 mois
Fnac Darty stands as a prominent European entity in the realm of omnichannel retailing. With a specialization in the distribution of technical merchandise, home appliances, cultural products, and leisure items, we are also recognized as a leader in after-sales services across 13 nations, boasting 1010 retail outlets globally, 11 million subscribers, and 27 million unique visitors monthly on our digital platforms. Our workforce is our most valuable resource, embodying the Group's mission to "commit to informed choices and sustainable consumption" for our clientele. Fnac Darty is on the lookout for individuals with diverse backgrounds, educational qualifications, and experiences throughout France, for roles in stores as well as in logistics, repair and after-sales services, delivery, customer relations, and support functions. Your next career opportunity awaits at Fnac Darty.
As part of the Digital Factory within the Sales IT Department, you will serve as the right hand to the Head of the BRI Group team (Incident Resolution Bureau). This team's primary objective is to deliver application support across various sites and provide functional assistance. You will oversee a team of 2 members.
Your Key Responsibilities
- Oversee and coordinate the team's operations while tracking task progression.
- Monitor vendor missions alongside sales representatives.
- Facilitate and maintain communication with Feature Teams and business units (Call center, B2B, NCG, Siebel, etc.).
Support Functions:
- Provide technical assistance for users (N2 and N3) and manage incident resolution from start to finish in collaboration with feature teams (N3).
- Coordinate, supervise, and ensure effective incident management.
- Analyze production incidents and recommend preventive strategies.
Continuous Improvement:
- Standardize team processes, methodologies, and documentation.
- Draft procedures and technical documentation.
- Monitor the incident backlog and take proactive measures to:
- Minimize ticket volume.
- Reduce average resolution time.
- Enhance visibility on BRI activities to:
- Educate Digital Factory teams about the BRI's functions.
- Identify topics for inclusion in Feature Teams' PI.
Delivery Management:
- Ensure effective planning, coordination, and oversight of Digital Factory deliveries.
- Contribute to the ongoing enhancement of the delivery process.
- Coordinate deliveries with cross-functional project managers.
Engage in the year-end CAC audit (KPMG) concerning the Fnac Back Office Changes scope.
Establish automated dashboards for all changes to provide annual statistics.
Candidate Profile
You possess a minimum of 5 years of experience in level 2 production support and have prior experience managing a team. We encourage you to consider this opportunity.
Employee Benefits
Remote work options, holiday bonuses, vacation vouchers, employee discounts, company cafeteria, parking facilities, 6 weeks of paid leave, 11 RTT days, in-store discounts, and opportunities for internal mobility.
Required Skills
Proficiency in Java; C#/.NET; advanced SQL; Unix/Bash; Jira; and monitoring tools (Kibana, Dynatrace, Grafana, etc.).
