Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
Reproduces and document customer problems and escalate them to relevant solution or product development teams
Provides input as required on product and customer specific functionality, configuration and usage
Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
Maintains support documentation up to date
Carries out on-site administration and preventive maintenance activities
Performs system upgrades at customer premises during post go live period (ramp up/grace period)
Ensures procedures are correctly implemented
Maintains IT infrastructure and backend components, including hardware and software
Conducts standard and complex analysis in autonomy
Coaches and challenges peer(s)
Brings expertise on Support domains
Participates in high-level technical meetings with the customer
Eventually involved critical issue processing