We are looking for a motivated and experienced Production Leader to join our team! In this role, you will be responsible for coordinating daily production activities, ensuring efficiency, quality, and safety across operations. You will work closely with both local teams and French-speaking partners to deliver high performance and continuous improvement.

Description of the service:

The Service consists of the following components:

Production

• Assistance with production around the Workplace;
• Technical skills on Mac/iOS;
• Technical expertise for various Users and/or Beneficiaries;
• Global incidents managing (Referent for tower control, escalation management, diverse document management, communication validation);
• Handling escalation management;
• Handling requests from all support teams;
• Validation of group IT communications;
• Management of content in the knowledge base;
• Detection of malfunctions and monitoring of corrections;
• Participation in Service Quality Reviews with business teams and dedicated N3 teams;
• Regular exchanges with our international counterparts (UK, US, Asia, Romania, Morocco);
• Management, guidance, and support of audit missions.

Project

• Creation of product technical documentation which is developed gradually in the knowledge base;
• Detection of malfunctions and monitoring of corrections;
• Construction of dashboards to quantify user requests;
• Qualification and quantification to measure if the service desks are ready to handle requests from users of the future solution;
• Change management and monitoring of continuous improvement related to projects;
• Application of Passport to Support and establishment of the task schedule;
• Sizing of resources required for project implementation: resources, schedule, budget.

Deliverables

• Creation, review, correction, and validation of CMS sheets;
• Incident and Request handling procedure, Escalation / RACI matrix;
• Weekly SQR reporting. SQR meeting minutes;
• Monitoring of general incidents via dedicated SharePoint;
• Detailed reporting on requests and incidents logged through the ITSM tool;
• Dashboard via the BI Tools, Project reporting.

Profile

• Fluent in English and French;
• Good knowledge of reporting tools and ITSM ;
• Good understanding of IT security concepts and ITIL;
• Active directory architecture;
• Familiar with AGILE methodology and BI Reporting tools;
• Network Services and processes (DHCP, DNS, IP@, gateway, nat, static / dynamic ...);
• Good knowledge of Microsoft products: Teams, Skype, SharePoint, Intune;
• Good knowledge of Citrix xen-desktop and xen-app;
• Communication skills;
• Autonomous;
• Attention to details.