Application Support L2/L3 – Merchandising Applications (M/F)

Project overview

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

This strategic position combines cutting-edge operational support, rigorous incident management, tailored communication with users, and cross-functional coordination with all IT teams.

🎯 Your main responsibilities

• Support & Resolution: Provide level 2 and 3 support for the Merchandising application scope, analyzing and resolving incidents in strict compliance with SLAs.
• Documentation: Write, update, and maintain operational procedures, management guides, and incident resolution guides.
• User Communication: Ensure clear, responsive, and professional written communication with users, especially during alerts, critical incidents, or application changes.
• Cross-functional Coordination: Lead and coordinate investigations with other IT teams during complex incidents requiring in-depth analysis.
• Planning & Events: Contribute to the organization and management of the on-call schedule during peak times and key events.
• On-call Duty: Participate in the on-call system (on rotation), covering some evenings and weekends during high-stakes periods or when enhanced coverage is required.
• Continuous Improvement: Actively contribute to knowledge sharing within the team and to the continuous optimization of support processes.

Project details

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