Application Operations Engineer - Customer Service

Job description

MAIN PURPOSE

 

Context:

The role is embedded in Richemont’s Group Technology Product Domain “Operations & Services” and part of the Customer Service Product Area. Group Technology is a central function within Richemont, responsible for delivering and supporting innovative technology solutions that empower our Maisons and drive business success. We are a team of dedicated professionals committed to excellence, collaboration, and continuous improvement.

Our Customer Services teams have embarked into a journey to bringing more transparency and efficiency to our end customer. The scope of our operations covered 10 major countries and is constantly expending. We also cover some critical internal flows by providing smooth and seamless interactions between different applications. 

 

Job Purpose:

The Application Operations Engineer will be a key member of the Group Technology team, responsible for the operational support, maintenance, and monitoring of a critical digital application supporting Maison’s Customer Service website. This role requires a proactive individual with strong technical skills, excellent communication abilities, and a commitment to ensuring the stability, security, and optimal performance of the application.

 

Key Responsibilities:

·  Incident Management (Level 3 Support):
·  Manage and resolve incidents escalated from Level 2 support teams or detected automatically, ensuring timely resolution and clear communication.
·  Troubleshoot application issues, identify root causes, and implement short and long terms solutions.
·  Escalate incidents to the application editor or other relevant teams as needed.
·  Validate bug fixes implemented by the development team, ensuring that issues are resolved effectively and do not introduce regressions.
·  Share support activities and results during team ceremonies.
·  Respect agreed SLAs.
·  Collaboration and Communication:
·  Maintain regular communication and coordination with Level 2 support teams, providing guidance and support.
·  Liaise with the application PO and scrum master to prioritize bug resolution, request enhancements, and coordinate deployments.
·  Collaborate with support coordinators from other Group Technology teams to ensure seamless integration and support across systems.
·  Collaborate with the Product Owner and the product management organization as well as business stakeholders.
·  Knowledge Management:
·  Create and enrich knowledge base articles to document common issues, troubleshooting steps, and best practices.
·  Ensure that the knowledge base is up to date and readily accessible to support teams.
·  Ensure that L2 community is up to date with product novelties.
·  Application Monitoring and reporting:
·  Monitor application performance and availability using monitoring tools and dashboards.
·  Identify and address performance bottlenecks, security vulnerabilities, and other potential issues.
·  Develop and maintain monitoring scripts and alerts to proactively detect and respond to incidents.
·  Process Improvement:
·  Evaluate support practices and proactively suggest enhancements to improve the Customer Service applications.
·  Contribute to the development and implementation of best practices for IT support processes.
·  Identify opportunities to reduce non value-adding activities through automation and streamlined support tasks.
·  Agile Participation:
·  Attend Agile (Scrum) ceremonies, including daily stand-ups, sprint planning, sprint reviews, and retrospectives.
·  Maintain the status of activities up-to-date in Jira and/or ServiceNow.

 

Skills and Experience:

·  Degree in Computer Science, Information Technology, or a related field.
·  3+ years of experience in application support or operations.
·  Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
·  Strong experience with incident management processes and tools (e.g. ServiceNow, Jira).
·  Excellent troubleshooting and problem-solving skills.
·  Experience with application monitoring tools and techniques (Datadog).
·  Solid understanding of web application architecture, infrastructure, and integration patterns (sync API, Event-Driven Architecture).
·  Experience with PEGA and or SAP ERP is a plus.
·  Excellent written and spoken English. Proficiency in other languages is a plus.
·  Experience in Customer Service or luxury goods industry is a plus.

 

Personal Attributes:

·  Proactive and self-motivated with a strong sense of ownership.
·  Excellent analytical and problem-solving skills.
·  Ability to work autonomously and effectively in a small team within a large organization.
·  Strong attention to detail and a commitment to quality.
·  Team player with a collaborative approach.
·  Commitment to continuous learning and professional development.