Description

Job Title

Bleu is a French independent cloud services company, founded by Capgemini and Orange. Our proposition: offering the Microsoft 365 collaboration and productivity suite, as well as Microsoft Azure services, in a secure French cloud with the aim of obtaining the Sec Num Cloud  3.2 qualification from the ANSSI.

Joining us means being at the heart of the development of an unprecedented cloud model, at the cutting edge of technology, and contributing to the transformation of the French digital landscape in full mutation.

You will evolve in a dynamic and innovative ecosystem, in proximity to multidisciplinary teams to develop skills and solid experience in a promising field.

You will join a company that is attentive to the success and personal fulfillment of each individual and is concerned about its environmental, economic, and social impact.

The benefits:

Attractive conditions

Excellent complementary health insurance

Pension plan

Restaurant vouchers

Sustainable mobility allowance

...

• Ensure the management of incidents affecting Azure and M365 cloud services, guaranteeing the continuity of operations

• Manage client escalations in case of incidents or improvement requests (change)

• Supervise and coordinate the resolution of critical/major incidents on Azure and Microsoft 365: coordination, communication, escalation

• Be the main point of contact during technical crises: communication, follow-up, reporting

• Ensure the quality of service to customers and their satisfaction.

• Coordinate the available resources (skills) and synchronize operations teams to move forward with customer requests

• Organize the implementation of automation of recurring tasks to improve operational efficiency and customer experience

• Analyze the root causes (RCA) and propose corrective actions

• Collaborate with support, infrastructure, security, and publisher (Microsoft) teams

• Participate in the continuous improvement of ITIL processes (Incident, Problem, Change)

• Keep the knowledge base and operational procedures up to date on incident and problem management

• Produce and analyze performance indicators and quality of service (SLA/KPI) in particular, follow the productivity indicators of the processing of customer requests: rate of ticket consideration, response time, waiting time, transformation...

• Participate in operational committees for incident monitoring and cloud service governance

• You have an IT education level of Bac + 3 to Bac + 5, from a university cycle or an engineering school.

• You have prior experience in customer support, preferably as an Incident Manager of Cloud Services (or outsourcing).

• You have excellent communication and interpersonal skills.

• You have a good understanding of customer support processes and best practices.

• You have the ability to solve problems effectively and make quick decisions.

• You have good knowledge of ticket management tools and problem tracking systems.

• You have the ability to work under pressure and manage difficult situations with customers.

• You can communicate and work in a team, collaborate effectively with multidisciplinary teams.

• You have a mastery of Azure environments (VM, App Services, Networking, Monitoring, IaaS, PaaS, Monitor, Log Analytics) and Microsoft 365 (Exchange Online, Teams, SharePoint, Intune).

We value diversity and inclusion. Each application is reviewed fairly and without discrimination.