Luxury Sector Paris - Application Support L2/L3 – Merchandising Applications (evening & weekend on-call)

Project overview

The position combines operational support, incident management, communication with users, and coordination with various IT teams.

🎯 Your missions

Provide level 2 and 3 support for applications within the Merchandising scope.

Analyze and resolve incidents in compliance with SLAs.

Write and maintain incident management and resolution procedures.

Ensure clear written communication with users, especially during alerts, incidents, or application changes.

Coordinate investigations with other IT teams for cross-functional incidents requiring in-depth analysis.

Contribute to the organization and management of the presence schedule during events.

Participate in the on-call system, particularly on certain evenings and weekends during periods or events requiring reinforced coverage.

Writing incident management procedures

Contribute to knowledge sharing and continuous improvement of support.

Profile sought

Technical skills

Computer science degree.

Some experience in application support is desired.

Good knowledge of SQL.

Knowledge of Incident Management processes, ideally in an environment structured around ITIL best practices.

Good analytical and diagnostic skills.

Personal qualities

Excellent service orientation and user focus.

Good analytical skills and ability to manage priorities.

Very good team spirit, essential for working within a team of 4 people mobilized especially during events.

Good oral communication skills in French.

Good level of English spoken.

Good writing skills, especially for user communications and documentation.

Availability to participate occasionally in evening and weekend on-call duties.

🔎 In summary

We are primarily looking for a service-oriented, reactive, rigorous person with good team spirit, capable of evolving in a demanding application environment and handling L2/L3 incidents, while ensuring clear communication with users and IT teams.

Work environment

As part of strengthening our support system for Merchandising applications, we are looking for an L2/L3 Application Support specialist to join a team of 4 people.

Project details

• Start: ASAP
• Duration: 5 mois
• Remote: hybrid
• Location: Paris, Île-de-France, FR
• Languages: French