Lead Software Engineer - Support

Responsible for the MUS Application support (L1 and L2) from GSC India
Responsible for activities - User Requests handling, User Access Management,  Incident management, Recurring procedures, Functional Tests, Knowledge Repository update, Tool Training for Users etc.
Accountable for performing daily GAP activities are like batch monitoring, morning health checks, Log analyses, Application monitoring and all above said SAU activities
Accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality and new activity in transit.
• Handle users’ requests (ticket monitoring and closing for each request received); 
• User rights management (user profile creation/update/deletion);
• Handle tool functionality related questions received from users;
• Act as a back-up for a team member when required;
• Work with L2 Support and/or other departments on technical issues; collaborate/participate to continuous improvement process that will help improve software performance, and/or upgrade interfaces; 
• Escalate cases to L2 if unable to solve incoming issues;
• Identify and report any possible issue or tool bug to colleagues/concern teams;
• Participate in report analysis alongside TL when needed;
• Actively contributes to documentation and knowledge database development.
Job Knowledge
• Good skill in supporting applications,
• Strong debug/troubleshooting skills
• Advanced ability to research, analyze and recommend for implementation to the application 
• Advanced skill in creating and maintaining technical documentation
Tools: Production Support using Ticketing Tools, Power BI etc
Other Competencies:
Position the customers at the center (customer focus).
Communicate with respect to all stakeholders of his subjects.
Know how to cooperate and exchange effectively with colleagues.
Listen and share his points of view and his expertise by being open.
Understand the scope of its responsibilities and take initiatives in this context.
Effective working relationships with all functional units of the organization
Work as part of a cross-cultural team including flexibility to support multiple locations when necessary

Responsible for the MUS Application support (L1 and L2) from GSC India
Responsible for activities - User Requests handling, User Access Management,  Incident management, Recurring procedures, Functional Tests, Knowledge Repository update, Tool Training for Users etc.
Accountable for performing daily GAP activities are like batch monitoring, morning health checks, Log analyses, Application monitoring and all above said SAU activities
Accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality and new activity in transit.
• Handle users’ requests (ticket monitoring and closing for each request received); 
• User rights management (user profile creation/update/deletion);
• Handle tool functionality related questions received from users;
• Act as a back-up for a team member when required;
• Work with L2 Support and/or other departments on technical issues; collaborate/participate to continuous improvement process that will help improve software performance, and/or upgrade interfaces; 
• Escalate cases to L2 if unable to solve incoming issues;
• Identify and report any possible issue or tool bug to colleagues/concern teams;
• Participate in report analysis alongside TL when needed;
• Actively contributes to documentation and knowledge database development

Key Responsibilities : Ability to Resolve Incidents, Requests and Problems. Good Hands on with unity tool or similar Ticket Management Tool. Analyse the problem and co-ordinate with other teams to fix the issue. Good Exposure to ITIL Process (Change Management, Release Management, Problem Management, etc). Follow documented Incident Management process. Good Exposure to Upstream and Downstream applications. Own the issue and drive till closure. Support Weekend activities (If Required).

Proactive support in incident, Problem and Change management. Record, analyse, measure the impact by collecting the necessary elements, determine the right level of priority. Communicate with the professions concerned at each stage of the incident, Organize and lead meetings to coordinate the resolution of the incident with all stakeholders; Check and validate the data relating to each incident: root cause, proven impact, etc.  Follow incident action plans (including recovery treatment); Lead operational Incident committees; Provide support for the analysis and production of incident indicators; Participate in the presentation of projects that impact its application scope.

Required Skills

You are a key factor in handling the high priority incidents impacting the Group and your entity. Your will facilitate the prompt investigation and resolution of the risky or impactful incidents. You are part of the team engaged, with our partners, in securing the production of the Group.
- Manage the high incidents by animating crisis call and communicating 
- Record those incidents and elaborate monthly reporting
- Handle postmortems and related action plan follow up through problem management
- Ensure our partners are informed of the evolutions of the incident policy and act as an adviser to ensure the best practices are applied

> Experienced in ITIL component execution
> French fluent
> Thoroughness
> Curiosity
> Team spirit

This experience, with a suitable role duration and personalized training, will allow you to become an expert in all professions getting a link with the Quality of the IT Production and to discover the specific businesses aligned with us.

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

“Commitment and adherence to ESG practices of the organization and endeavor to reduce the carbon footprint and sustainable practices”