Job Description

We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies. Modify Cookie PreferencesReject All Cookies Accept All CookiesPress Tab to Move to Skip to Content LinkVIEW JOBSConsultant-DeliveryLead - Support level 2/3Project contextBy implementing European directive Tobacco Products Directive (TPD), Worldline is a major actor of tobacco products controls at a European level.Legal constraints engage our teams in specific way of work to ensure us of good implementation of associated technical challenge : geographical data / applicative cluster with high availability process, no data loss, billions of messages checked and introduced in the system (at least 1 database record per cigarette pack produced by one of our six customers - up to 11 billion from the beginning of the project in 2019), twenty-four hours a day / seven days a week, 99.95% of messages well introduced in the system in less of 1 minute, tens of tobacco factories connected across all of Europe countries, xe2x80xa6 Legal European constraints (functional and technical) are key words for each team member.Technical means are up to the challenge : 600 servers, dual datacenter management with monthly switch with no customer impact, up to 500Tb data storage, dedicated infrastructure with physical means, xe2x80xa6, everything is done to give us best technical platform and associated software to achieve our objective.Expected missionsBy integrating L2 support team, main missions will be to manage Services Catalog requests within the terms specified in the contract of our major customer.Associated to specific expectations (labels, attachments, description, xe2x80xa6), our customer is able to create JIRA request ticket and waiting for precise answer withing predefined time (4 hours to several days according with Services Catalog requests)Some cases (called Fast Track) will require specific support to give an answer in 4 hours - 24 hours a day / 7 days a week.Specific tools / monitoring are implemented to help you to achieve these goals. All request is documented with specific process. If needed, with dedicated team, new tool would be able to be created for new kind of request integration in Services Catalog. Catalog is not closed, new requests can be added if necessary.Expected profileLicense degree, conscientious, naturally communicative, fluent English are key words in your profileKeen interest for RUN processes and continuous improvement, your main objective will be customer satisfaction.JAVA, Linux, SQL/CQL standards (MySQL / Cassandra) are mandatories. Knowledge of Worldline standards (JIRA, ITIL, Service Now) is an added advantage.In charge of the maintaining operational excellence by :Ensure that all tickets in the backlogs are taken into account by the support team with the respect of the SLAs and prioritiesxe2x80x8b.Ability to solve L2 and L3 support issuesEnsure that the team is fully occupied and there is no blocking points.Ensure that activities planning for the support team is up to date and planned for the next 3 months with respect of the constraints ( 50% of the team is mandatory each day, bank holidays, ...).He should have a close relationship with the SDM team being the principal point of contact between support team and SDM team.He should transfer the information from Support team to the SDM team and vice versa.He refers to the Operation management, and should alerts in any cases of potential or future non-compliance of the operational excellence.Proficiency in creating and managing Jira dashboards - EssentialStrong skills in Advanced Excel - EssentialHandling customer invoicing processesAssisting with various project management activitiesInformation at a GlanceRequest ID: 299803Posting Start Date: 5/9/25Job Area: Operational ManagementWork Site: HybridContract Type: PermanentBrand: WorldlineJob Location: India - Punexc3x97Cookie SettingsWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.Show More DetailsRequired Cookies Provider Description Enabled
SAP as service providerWe use the following session cookies, which are all required to enable the website to function:

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Worldline