Operations Engineer Senior (M/F/X)

Hager Digital & Information Paris, France Obernai, France Permanent

Why join the Information Technology & AI department?

Within our Information Technology & AI department, you will contribute to the smooth operation and continuous improvement of Microsoft Dynamics 365, our CRM platform supporting Sales & Marketing teams across 17 markets worldwide.

You will join the international Digital Delivery team and work at the heart of interactions between users, support teams, CRM developers and the Group's technical experts.

As an Operations Engineer Senior (M/F/X), you will report to the Digital Applications Manager CRM Ecosystem within the Digital Delivery team. The position can be based in Paris or Obernai, France, on a permanent contract.

What will your responsibilities be?

Within the Digital Delivery team, you will contribute to the smooth operation, support and continuous improvement of our Microsoft Dynamics 365 CRM platform, deployed across Sales & Marketing teams in 17 markets worldwide.

Working at the heart of interactions between users, support teams, Microsoft Dynamics 365 developers and SAP experts, you will analyse incidents, coordinate their resolution and manage them through to confirmed service restoration, while contributing to the continuous improvement of this strategic platform.

More specifically, you will:

• Provide Level 2 application support and diagnose functional or technical incidents affecting Microsoft Dynamics 365.
• Understand, qualify and prioritise requests raised by users and CRM representatives across our different markets.
• Manage incidents end-to-end through to confirmed service restoration, coordinating the involvement of Microsoft Dynamics 365 developers, SAP experts, integration teams or external service providers when required.
• Analyse flows and interfaces between Microsoft Dynamics 365, SAP and other Group applications to identify malfunctions, causes of errors and potential bottlenecks.
• Collaborate with Level 1 support teams, Product Owners, CRM developers and technical experts to deliver appropriate solutions.
• Identify recurring or high-impact incidents, contribute to root cause analysis and implement preventive and corrective actions to sustainably improve platform stability.
• Participate in Agile ceremonies and contribute to the continuous improvement of support processes, practices and documentation.

What about you?

• Master's degree or equivalent in IT, Information Systems or a related field.
• 5 to 10 years of proven experience in the support, maintenance or operation of enterprise applications.
• Excellent knowledge of Microsoft Dynamics 365 and a strong understanding of the challenges faced by users of a CRM platform.
• Proficiency with incident management and development lifecycle tools such as Jira, Azure DevOps or equivalent, as well as Agile methodologies.
• Knowledge of Incident Management and Problem Management processes within a complex application environment.
• Good understanding of SAP environments, application interfaces and data exchanges between applications; experience with Microsoft Dynamics 365 / SAP integrations would be a strong asset.
• Excellent analytical, communication, coordination and prioritisation skills, combined with a minimum B2 professional level of English.

What we offer?

• Personalized onboarding experience program designed to make your first days smooth
• Opportunities to learn and grow through Hager Group's awarded Hi University.
• Internal career opportunities, over 25% of our recruitments are through internal mobility

What are the recruitment stages?

• Once your CV has been selected, you will be contacted by a recruiter for an initial phone exchange.
• You will be invited for a first interview with the hiring manager & the recruiter
• A second Interview will be then organized with the N+2 & the HR manager

Our success relies on collective energy. Apply now and power up your future with us!