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Cloud Engineer

il y a 1 mois

Paris, Île-de-France Dassault Systèmes Temps plein
Fonction : Cloud Engineer - Incident Manager

Nous recherchons un(e) Cloud Engineer - Incident Manager pour renforcer notre équipe en charge du Support Cloud sur la région EMEAR.

Votre mission sera d'assurer le service et la satisfaction de nos clients PREMIUM et utilisateurs de nos solutions 3DEXPERIENCE Platform sur le Cloud en Europe.

Vous serez responsable de prendre en charge les incidents cloud du client sur la région Europe, de fournir des réponses de qualité aux clients, de les informer sur l'évolution de leurs incidents, de qualifier les incidents, de reproduire, analyser et certifier les incidents, de fournir un support efficace grâce à des connaissances approfondies des méthodologies et des principaux processus métier du client, de mettre à jour soigneusement les incidents avec les informations reçues par le client, la R&D ou tout autre contributeur, de détecter et s'assurer de la résolution de causes sous-jacentes aux problèmes soulevés, de donner des conseils et méthodes sur la résolution d'incidents, de fournir sur demande une vue claire et concise de l'ensemble des incidents du client, de tirer parti et optimiser les informations fournies par le client, de valider les livrables, de contacter le client pour l'aider dans la récupération de matériels et faciliter la compréhension d'incidents, de respecter les temps de traitement et prise en charge des incidents sur le cloud, de travailler en étroite collaboration avec d'autres équipes en interne pour améliorer l'efficacité du support R&D et fournir des réponses rapides au client, de capitaliser les connaissances par l'écriture et la mise à disposition de matériels.

Qualifications requises :
  • Diplôme d'ingénieur ou équivalent (M2) et expérience sur un poste similaire (Support technique).
  • Expérience dans la prise en charge des incidents, reproduction et qualification.
  • Notions de réseaux, MQL/SQL, applications web, applications client-serveur et compétences dans la capture et l'analyse de traces.
  • Connaissances de l'architecture des solutions Cloud.
  • Maitrise de la résolution et le suivi d'incidents.
  • Capacité à être réactif et à faire face à la pression lors des situations de 'crise client', capacité à définir les priorités.
  • Bon niveau de communication et capacité à transmettre efficacement et rapidement les informations pertinentes.
  • Empathie et sens du service client.
  • Maîtrise de l'anglais à l'oral comme à l'écrit.