The helpdesk engineer will mainly have to:
Perform First Level Support to countries following Production incidents detected by countries (analysis, qualification of incidents, testing of their resolution)
Coordinate the follow-up of the resolution of incidents with Squads side or APIs / Back-ends teams related
Coordinate with the impacted teams the management of critical incidents detected
Continuously improve the monitoring of application quality
Acquire functional knowledge of Credit Insurance and the understanding of the technical-functional architecture
Be aware of the evolutions developed by the Squads at each Sprint (currently lasting 2 weeks) (project managed in an Agile mode using Scrum or Kanban methodology depending of the need)
Propose improvement on the organization of the Help Desk team in case of identified points of improvement
For a more general aspect:
Provide the right level of support to countries and monitor the quality of the application.
Livrables
Within the helpdesk team, under the responsibility of the SRE, reporting to the IT Manager, the Helpdesk engineer will be the interface between business units and central program team.
Applications developed follow the main X architecture guidelines, i.e.:
Cloud First (AWS)
Modular micro-service design
API interfaces
Event-driven
Resilient Architecture
development is following a modern technical stack, i.e.:
Front-end in ReactJS
Leveraging enterprise micro service architecture with REST API
Event-driven architecture based on AWS Kinesis
CICD pipelines with GitLab CI to deploy containers orchestrated by AWS ECS & Fargate or Lambdas
Observability with Prometheus / Grafana
Backlog and Incident management tool :
JIRA
Documentation tool:
Confluence
Hard skills & experience:
5y of professional experience in IT context
Similar Help Desk/QA/Support experience 1y
Expert in JIRA
Comfortable with technical monitoring tools (Grafana, AWS CloudWatch, logs reading)
Knowledge of APIs and Postman usage
Project experience in an international context is a plus
Language: Fluent English
Personal skills :
Open-minded, analytical and synthesis spirit.
Able to coordinate different teams and communicate (e.g. for incident management)
Organized and rigorous in your deliverables, time management and priorities.
Attentive to the quality of Customer Service
- Le client: est une SSII spécialisée dans le placement des ressources humaines.
- Durée indicative: 2 mois
- Tarif journalier indicatif: 200-500 €
- Type de mission: Freelance en régie / Télétravail 50%
- Démarrage: Asap
- Lieu: Paris
Projet numéro 30184 : "INGENIEUR SUPPORT JIRA"