Rejoignez une entreprise qui sert vos ambitions
Vous ferez partie d’une équipe soudée et internationale qui vous soutiendra toujours. Vous serez valorisé(e) et respecté(e) pour le rôle que vous jouerez dans la réussite de l’entreprise, à chaque étape de votre carrière.
Application Support Lead coordinates the support teams, monitors performance through key metrics, and contributes to continuous improvement and strategic alignment of activities. This role involves close collaboration with cross-functional teams and end-users to resolve issues, implement enhancements, and support deployment. You would be working in a matrix organization that fosters empowerment, ownership and collaboration with global communities. Living the culture of servant leadership, two roles at your service: A. Referent - To look after your performance, development, career aspirations and overall well-being at the company B. Community Leader - To manage functional and technical aspect of your work
职责与责任
Application Lifecycle Management
• Manage Service contract with external vendor e.g. capgemini
• Team management of the AS Technicians / Specialist
• Management of the priorities in the ticket’s backlog
Inter-team coordination and resource management:
• Mobilize and coordinate, when necessary, Raynet teams to ensure effective support for applications.
• Mentor and supervise a team of IT Application Support Technicians / Specialists.
• Foster a spirit of collaboration and teamwork within support.
Performance monitoring and continuous improvement:
• Develop and maintain performance indicators (KPIs) and metrics to evaluate the effectiveness of application support.
• Implement corrective or improvement actions based on the observed results.
Reporting and communication with management:
• Prepare regular reports for management, including support activities, performance and areas for improvement.
Leadership and Strategic Vision:
• Contribute to the alignment of support activities with the overall objectives of the organization.
• Be a source of proposals to develop application support practices and tools.
教育背景和经验
Educational Qualification:• Bachelor’s/Master's degree in Engineering or Technology
Specialization: • ITSM processes using ITIL frameworks
Professional Certifications:• ITIL
Experience:
• minimum 8 years of experience in managing application support, incident management, or IT operations
• Experience working in global teams or supporting multi-site operations
Skills
- Incident & Problem Management
- Vendor contract management
- Legacy-to-modern migration strategy
- Ownership & Accountability
- Leadership
- Problem-Solving
- ITIL Framework
- Cloud platforms