Critical Support Operations Specialist

il y a 3 jours

Paris, Île-de-France OVHcloud Temps plein

Critical Support Operations Specialist H/F/N

Au sein de votre équipe #OneTeam


  • En tant que Critical Support Operations Engineer, vous êtes le référent technique et le premier point de contact pour les clients grands comptes.

  • Vous vous assurez que les environnements cloud de nos clients sont stables, sécurisés et performants.
  • Vous assurez l'excellence opérationnelle, anticipez les risques et maintenez la fiabilité du service.

Vos principales responsabilités

Gestion des incidents

  • Piloter et analyser les données et les dashboards pour assurer une observabilité et une stabilité optimales.
  • Coordonner la résolution des incidents majeurs et fournir des RCAs clairs.
  • Traiter et résoudre les tickets avec précision et rapidité.
  • Collaborer avec les équipes R&D et Produit pour éliminer les problèmes récurrents.
  • Automatiser les vérifications, partager les bonnes pratiques et contribuer à l'amélioration des processus

Change management

  • Garantir la continuité du service avant, pendant et après les périodes de change.
  • Gérer les calendriers de change chez les clients et évaluer les risques techniques.
  • Superviser les opérations critiques (mises à jour, migrations, redémarrages).

Relation client

  • Etre le contact technique unique des clients.
  • Réaliser des revues opérationnelles, identifier les risques et recommander des améliorations.
  • Apporter des idées d'amélioration pour optimiser la fiabilité, les performances et le coût.

Amélioration continue

  • Communiquer de manière claire et fluide durant la gestion des incidents.
  • Mettre à jour les enregistrements dans les outils de ticketing.
  • Former les nouveaux arrivants et mettre à jour la documentation.

Sécurité et disponibilité

  • Appliquer les normes de sécurité OVHcloud et la conformité (ISO 27001, RGPD).
  • Participer aux revues de sécurité et aux initiatives d'amélioration continue.
  • Réaliser des astreintes (soirées/week-ends) pour assurer la continuité du service.

Votre futur impact

Dans 6 mois

  • Vous serez autonome sur les actions d'observabilité et d'automatisation.
  • Vous piloterez le gestion des incidents majeurs et produirez des RCAs. 

Et dans 1 an

  • Vous serez reconnu comme le point de contact de plusieurs clients grands comptes
  • Vous contribuerez activement à l'amélioration des processus et au mentorat de l'équipe.

X

Compétences requises :

  • Vous avez a minima 5 ans d'expérience dans le support technique, l'administration système ou les opérations cloud. 
  • Vous êtes un expert Linux (Debian, CentOS, Ubuntu) et avez une bonne maîtrise de la partie réseau (TCP/IP, routage, DNS, pare-feu, équilibrage de charge).
  • Vous possédez une solide expertise en virtualisation et conteneurisation (OpenStack, VMware, Kubernetes, Docker).
  • Vous maîtrisez les outils de surveillance (Grafana, Prometheus, ELK, Zabbix).
  • Vous avez des compétences en script (Bash, Python, PowerShell) et savez utiliser un assistant de codage IA.
  • Vous êtes un bon communiquant et vous vous exprimez avec aisance en anglais et en français.

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