Support Technician N2

Project overview

Context

A large company is pursuing its digital transformation to improve the experience of its employees and partners. The teams are supporting this evolution through various projects related to digital environments and tools.

Missions

You will join the Authentication & Access tribe (26 people) whose mission revolves around 2 main areas:

• End User Computing: Design and industrialize IT solutions for the end-user deployed on remote sites;
• Authentication & Access: Manage the digital identities of all employees and their authentication experiences;
• Green Tech: Support environmental transformation through digital means;
• Collaboration Tools: Management of collaboration and communication tools.
• Simplify access to the IS for all employees and partners, via simple and secure authentication (SSO Single Sign-On) and strong authentication (multi-factor MFA);
• Manage the digital identities & authorizations of employees and partners stored in company directories (LDAP and Active Directory).

Responsibilities

Tools & Environment

• Processing the backlog of requests: process the backlog of requests and incidents in compliance with SLAs;
• Change and Release Management: keep application services up to date with the latest security patches and new features;
• Monitoring and incident management: monitor system performance and react quickly in case of incident or failure to minimize downtime and ensure service continuity;
• Service Catalog Management: define and update services and categories in the internal tool (SMAX), define support groups (CC, CS, CE, CP, etc.), develop and maintain escalation schemes for user tickets, monitor support activities, work with Helpdesks;
• Collaboration with IAM teams: work in close collaboration with IAM teams to ensure that applications are deployed and managed correctly in production environments;
• Automation and scripting: automate repetitive tasks using scripts and automation tools to improve operational efficiency;
• Service Request Management: collaborate with Product teams (Product Manager, Product Owner) for the creation and updating of offers, identification and processing of recurrences;
• Management of operational documentation: create and update operational documentation such as RunBooks, escalation procedures, on-call related documents, design documents, startup and shutdown procedures, etc.
• Internal service management tool: SMAX
• Company directory: LDAP, Active Directory
• Monitoring tools: Dynatrace, Datadog, Solarwinds (experience desired)
• Automation via scripting

Project details

• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Languages: French