Job Description
Roles & Responsibilities
In this role, your main responsibilities will be: Level 2 Support & Assistance: Handling and prioritizing user web requests. Analyzing and resolving complex requests. Proposing workarounds when necessary. Coordinating with tribes, squads, and partners. Documenting and enriching the knowledge base. Incidents & Quality of Service: Actively participating in web incident management. Communicating to business units in under 30 minutes. Contributing to post-mortems and action plans. Continuous Improvement & Strategic Focus: Monitoring Quality of Service KPIs. Participating in QoS and CAB meetings. Addressing the challenge of shifting Google My Business to level 1 (target 01/01/2027).
Desired Candidate Profile
Degree: Master's (Bac+5) Experience: 3-5 years in e-business/digital/web. Skills: Level 2 or 3 user support. Experience in incident management. Customer-focused, rigorous, and analytical. Good level of English (incident conferences). Key tools: ServiceNow, Jira, Piano Analytics, Dynatrace, ELK, OSIA