Key skills
SalesforceConfluenceCommunication
About this role
Role Overview
- Coordinate incident resolution in compliance with SLAs
- Manage the client incident backlog received from Level 1
- Perform preliminary analyses using the provided tools
- Handle escalations and update Level 1 teams on resolution progress
- Initiate and implement appropriate corrective processes
- Conduct in-depth incident investigations
- Track incidents escalated to the Level 3 team
- Write documentation for handling internal team tickets
- Maintain N2/N3 synergy and share blocking issues
- Contribute to the autonomy of the escalation chain, particularly Level 1
Requirements
- Master’s degree in Computer Science, Networks & Telecommunications, or Industrial Engineering
- Recent graduate; experience desirable (including internships)
- Methodologies and standards: ITIL V3, ISO 20000, Salesforce, Confluence
- Good communication skills in French and English (written and spoken)
- Strong analytical skills
- Solution-oriented
- Attention to detail
- Team player with a strong service mindset
Benefits
- Diverse career paths with development opportunities
- Internal mobility across sectors, locations and roles
- Certified and degree-awarding training programs
- Regular events that combine well-being and performance