Production Support level 2

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

Project context

By 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, … 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, …, everything is done to give us best technical platform and associated software to achieve our objective.

Expected missions

By 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, …), 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 profile

License degree, conscientious, naturally communicative, fluent English are key words in your profile

Keen interest for RUN processes and continuous improvement, your main objective will be customer satisfaction.

Well versed with ITIL framework

JAVA, Linux, SQL/CQL standards (MySQL / Cassandra) are mandatories. In charge of the maintaining operational excellence by :

As Production Support L2 - Your responsibilities extend to deep dive of issue management, addressing concerns from both external and internal clients to meet key performance indicators (KPIs) and service level agreements (SLAs).

Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem- solving efforts to identify, troubleshoot, and resolve production issues.

Additionally, your involvement in Release & Change Management is crucial, and run the deployments.

The Responsibilities Will Include:

• Analyze incidents, recommends solutions, and contributes to service improvement.
• Ensure that all requests, incidents and problems are dealt with according to set standards and procedures.
• Proactively address system and service problems, ensuring timely resolution actions.
• Facilitate development of documented problem solutions and corrective actions.
• Draft and maintain documentation for application/ production support procedures.
• Undertake diverse projects and tasks to ensure smooth production operations.
• Monitor and track support metrics (response time, resolution time, first contact resolution).
• Escalate complex issues to appropriate teams and ensure timely updates.
• Collaborate with Product/Engineering to communicate feature requests and defects.
• Manage and prioritize a queue of inquiries with a focus on customer satisfaction
• Create and maintain knowledge base content, FAQs, and user guides.
• Respond to customer and user inquiries via email, chat, and ticketing system.
• Diagnose, troubleshoot, and resolve application issues (functional, UI, data, and integration problems)

What we are looking for:

• Independent, self-directing and delivery focused working style.
• Be a good team player
• Superior analytical thinking and keen attention to detail.
• Good communication skills, confident in dealing with internal and external clients. Passionate about providing an excellent service experience for our clients.