Offre d'emploi n° 4774059

Description du poste

<p>The First Line Support team manager is responsible to plan, direct and oversee the operations of the Monitoring teams based in Seclin.</p><p> </p><p>You will coordinate 5 on-shift 7/24 teams (indicative staff: 30 persons)</p><p> </p><p>You will have to :</p><ul><li>Manage human resources in accordance with internal rules and business needs</li><li>Regularly check the technical skills and build adapted training</li><li>Coordinate actors and organize the communication in case of major incident.</li><li>Provide Key Performance Indicators (KPI)  and  build adapted action plan to maintain a high quality level</li><li>Analyze events, build and manage action plans to improve global quality and productivity (continuous improvement plan) in coordination with FL Engineering teams.</li><li>Participating in international projects related to FLS activities</li><li>Participate in visits and audits</li><li>Follow-up alarm and incident tracking activity according to our OLA</li><li>Define/adapt rules and ensure their strict application<p> </p></li></ul><p> </p><p>You will report to the COS FLS Manager.</p><p> </p><p> </p><p><strong>First Line Support Missions : </strong></p><ul><li>Monitoring of services and associated means in international monitoring environment</li><li>Solve first level incidents with a maximum of autonomy</li><li>Incidents tracking and reporting</li><li>Triggering and tracking of escalations</li><li>Give inputs for the daily reporting</li><li>Coordinate with other Monitoring teams in case of transversal incident</li><li>Report monitoring dysfunction to the FL engineering  team</li><li>Information to managers if the impact is considered significant</li></ul><p> </p><p> </p><p><strong>Skills and requirements:</strong></p><p> </p><ul><li>graduate degree in informatics or in a cognate discipline or comparable proficiency</li><li>at least 3 years of experience in managing a team or ideally teams of  technical professionals, driving productivity, effectiveness and utilization , in a challenging international environment</li><li>Ability to collaborate with multidisciplinary teams at an international scale. Open to cultural differences</li><li>Good planning and organizing skills</li><li>Excellent written and communication skills, business fluent English is mandatory      </li><li>High Initiative, decisiveness, customer orientation goal-oriented and assertive behavior</li><li>Ability to travel frequently</li><li>Good knowledge of ITIL , Knowledge in standards related to IT (ie PCI DSS, ISO standards, ISAE 3402 …).</li><li>Indicative GCM : OA 4</li></ul>

Merci de vous référer au descriptif de poste qui apparait dans la partie "Mission".