Responsable du Support Helpdesk

HCLTECH

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in France.

Fluent in French and English.

Job Summary:

Central governance role ensuring global orchestration, performance and consistency of L1/L2 support activities across multiple countries.

Rôle central de gouvernance visant à assurer la coordination globale, la performance et la cohérence des activités de support de niveaux 1 et 2 (L1/L2) dans plusieurs pays.

Responsibilities:

- Coordinate global L1/L2 support operations

- Manage offshore provider performance

- Monitor SLA/KPI and drive improvements

- Ensure escalation and L3 coordination

- Interface with ITIL governance teams

- Coordinate with countries and stakeholders

- Support major incident coordination

- Drive continuous improvement

Responsabilités

• Coordonner les opérations mondiales de support L1/L2.
• Gérer et suivre la performance des prestataires offshore.
• Surveiller les SLA/KPI et piloter les plans d’amélioration.
• Assurer la gestion des escalades et la coordination avec les équipes L3.
• Collaborer avec les équipes de gouvernance ITIL.
• Coordonner les activités avec les différents pays et parties prenantes.
• Participer à la gestion et à la coordination des incidents majeurs.
• Conduire des initiatives d’amélioration continue des services.

Mandatory skills:

- Experience in IT support operations (L1/L2/L3)

- Strong knowledge of ITIL processes

- Experience managing offshore models

- Performance management (SLA/KPI)

- Strong coordination and analytical skills

Compétences obligatoires

• Expérience significative dans les opérations de support informatique (L1/L2/L3).
• Excellente maîtrise des processus ITIL.
• Expérience de la gestion de modèles de support offshore.
• Solides compétences en gestion de la performance (SLA/KPI).
• Excellentes capacités de coordination, d’analyse et d’organisation.

Appreciated skills:

- Multi-country environment experience

- Transformation program exposure

- Stakeholder management

- Ticketing tools knowledge

- Ability to work under pressure

Compétences appréciées

• Expérience dans un environnement international et multi-pays.
• Participation à des programmes de transformation informatique.
• Excellentes compétences en gestion des parties prenantes.

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, ups