Job Description

You will play a central role in maintaining the reliability and continuity of business-critical applications. Working closely with business users, IT teams, support partners, and software vendors, you will ensure that applications remain operational, compliant, documented, and aligned with service expectations.

Responsibilities

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  Provide advanced support for the applications under your responsibility and for backup applications when required
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  Manage escalated incidents and service requests end-to-end, ensuring SLA compliance
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  Coordinate with internal teams, external support providers, and SaaS vendors for issue resolution
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  Maintain application knowledge bases, support procedures, technical and functional documentation
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  Keep test plans and test cases up to date and perform regression testing during technical operations
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  Support application deployments by maintaining procedures, coordinating actions, and tracking KPIs
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  Monitor application risks such as obsolescence, legal non-compliance, and service gaps
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  Ensure service continuity by training backups and successors
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  Contribute expertise to projects, specifications, cost estimates, vendor SLA discussions, and exceptional business requests
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  Support budgeting needs related to licenses, maintenance, compliance, and operational sustainability

Requirements

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  Proven experience in application support, application management, or IT operations
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  Strong knowledge of ITIL processes and service management best practices
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  Experience with ticketing tools and incident management workflows
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  Knowledge of quality assurance, test management, and operational documentation
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  Familiarity with application management tools such as Aris, DevOps, test management, or document management platforms
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  Basic knowledge of IT architecture
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  Good understanding of budgeting and forecasting principles in an IT context
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  Fluent French and professional English
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  Strong communication, stakeholder management, and customer orientation
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  Ability to work autonomously and collaboratively in a large, multicultural organization