Subscription and Customer Engagement Platform Operations Engineer

Description du poste

Filière/Métier

Software & Electric and Electronics - Software & Electric and Electronics

Intitulé du poste

Subscription and Customer Engagement Platform Operations Engineer

Contrat

CDI

Statut

Cadre

Description de la mission

________________________________________ Context
You will join the Application Operations team working on SCEP Platform.
SCEP Platform : “Subscription and Customer Engagement Platform” is the platform dedicated for subscriptions of Connected Services for Stellantis cars for B2C and B2B Customers.
It allows customers to discover connected services, eligible to their vehicle, be able to : subscribe (free or paid offers), activate the service by calling the IOT Platform, generate invoices, payments, manage the lifecycle of the subscription.
Currently available for 7 brands, 40 countries, 4 Regions.
The platform is composed of 5 applications, and in relation with more than 30 stellantis systems, managing several thousands of new subscriptions per day.
You will work closely with senior Level 4 engineers, development teams, business teams and other operational levels (L1–L3).
________________________________________ Key Responsibilities
1. Advanced Operational Support
• Handle application incidents escalated from Level 1–3 teams that require in depth investigation
• Troubleshoot functional and technical issues using logs, monitoring tools, and documentation
• Apply known resolution patterns (workaround or final solution) and propose improvements when appropriate
• Escalate complex or unclear cases to senior Level 4 engineers with structured analysis
________________________________________
2. Incident and Problem Resolution Support
• Contribute to incident resolution activities and major incident calls
• Participate in Root Cause Analysis (RCA) under the guidance of senior engineers
• Help identify recurring issues and operational weaknesses
• Follow up on corrective actions and verify their effectiveness
• Define or use proactive/workaround processes to limit customer impact (monitoring, reporting, analysis and mass catchup to avoid more incidents or face new situations/projects)
________________________________________
3. Operational Documentation & Knowledge Sharing
• Maintain and update runbooks, procedures, and operational documentation
• Be able to do retro-engineering documentation
• Capture troubleshooting steps and lessons learned
• Share knowledge with L1–L3 teams to improve first level resolution
• Gradually build autonomy on specific application components
________________________________________
4. Collaboration with Technical and Business Teams
• Work in close collaboration with development, architecture, and infrastructure teams
• Support application releases by performing operational checks and validations
• Contribute feedback on operability (monitoring, alerting, deployment impacts)

Profil

Education: Bachelor's or Master's degree in Computer Science, Software Engineering, or a related technical field

Technical Skills (Hard Skills)
• Experience in application operations or production support
• Good understanding of application architectures (APIs, backend services, batch processing) and functional process
• Exposure to complex or distributed systems
• Knowledge of cloud, middleware platforms or databases (AWS, ELK, API's tools, PowerBi, Databricks)
• Ability to analyze logs and metrics to identify abnormal behaviors
• Familiarity with monitoring and alerting tools
• Data & AI knowledge could be helpful to improve / automate diagnosis & resolution
• Basic understanding of production release and deployment processes
• Ability to work with internal ticketing and incident management tools
• Understanding of ITIL concepts (incident, problem, change management)
________________________________________

Soft Skills
• Strong problem solving mindset and analytical skills
• Willingness to learn and deepen technical expertise
• Ability to work under pressure during incidents
• Clear and structured communication
• Team oriented behavior and collaborative mindset, in international and multi-cultural environment
• Sense of ownership and reliability
• Openness to feedback and continuous improvement

Localisation du poste

Pays

Europe, France

Ville

Poissy

Critères candidat

Niveau d'expérience min. requis

3 à 5 ans

Langues

Anglais (C1 - Courant (3,5 - 4,4 Bright))