Job Description

Roles & Responsibilities

Job Description

As a Senior Level 2 Lead Support,

You are responsible for the operational management of technical support within a critical application environment. You lead a multidisciplinary team composed of Level 2 support engineers, an automation tester, and an ELK expert. You are also responsible for implementing and improving monitoring and observability practices , particularly for Tibco data flows, in conjunction with top management on the client side.

• Minimum 6 years of experience in application support and/or monitoring, with at least 2 years in a coordination or lead role.

Comp tences techniques :

Operational management & coordination:

• Ensure the supervision and prioritization of level 2 incidents, requests and problems.
• Manage the team's daily activities (planning, coordination, monitoring of SLAs).
• Organize and lead team rituals (daily, weekly reviews, steering committees).

Monitoring & observabilit :

• to be proactive in defining, implementing and improving KPIs for monitoring and tracking system performance , particularly Tibco flows .
• Collaborating with the ELK expert to ensure proactive monitoring and better observability .
• Participate in the industrialization of support via dashboards, intelligent alerts, automation and documentation.

Relation client & coordination transverse :

• to be the client's main point of contact for all questions related to support, monitoring and continuous improvement.
• Escalate critical alerts, propose action plans, document remediation plans.
• Participate in governance committees and be a driving force in identifying high value-added initiatives.

Desired Candidate Profile

Qualifications

Comp tences techniques :

• Solid mastery of ITIL processes (incidents, problems, changes).
• Knowledge of observability solutions: ELK stack, Grafana, Kibana , etc.
• Good understanding of flow architectures and application integration (e.g., Tibco, ESB ).
• Ability to define relevant KPIs to measure application health, performance and support responsiveness.
• Experience with ITSM tools (ServiceNow, Jira).

Personal qualities:

• Strong leadership and communication skills.
• Ability to prioritize and make decisions.
• Analytical mind, rigor and a sense of customer service.

LANGUAGES :

• Fluent French.
• Professional English required.