Within the CloudOps Department, the Run Management service covers the following missions within its scope: Steering and supervision of Infrastructure Support activities; Management of the request backlog; Monitoring compliance with the Service Level Agreement (SLA); Ensuring the efficiency of assigned ticket processing; Analysis and identification of impacts; Identification of business processes, risks, and expression of monitoring needs; Facilitation of a continuous improvement approach; Hot identification of recurring tickets; Assistance, support, guidance, and orientation of CloudOps teams in the use of support tools; Listening to user complaints and alerting product lines to encountered anomalies; Provision of knowledge sheets on services and applications

Desired Candidate Profile

Master's degree (Bac+5) in computer science or engineering school or university, or equivalent experience

Less than 3 years of experience in Service management / Run management.

REQUIRED TECHNICAL ENVIRONMENT AND EXPERTISE:

Must Have: Experience in monitoring key performance indicators (KPIs), excellent oral and written communication skills, and expertise in crisis management, crisis response (RCA), and lessons learned (REX).

METHODS, ORGANIZATIONS AND INTERACTIONS:

Communicate clearly and effectively in writing and orally in French for smooth interactions with the profession and teams. Analyze situations and propose appropriate solutions while identifying areas for improvement. Respect deadlines while maintaining high standards of quality and excellence. Actively collaborate with team members, share knowledge and foster a team spirit to achieve common goals. Apply a continuous improvement mindset to optimize practices and results.

RF REQUIREMENTS: The following elements will be particularly appreciated as part of the service: ITIL certification, mandatory English language proficiency, and knowledge of IT infrastructure.