Senior-level technical and functional support

Nous recherchons pour l'un de nos clients secteur énergétique dans un contexte international un Senior-level technical and functional support (L2/L3) sur la defense.

Role Purpose

Provide senior-level technical and functional support (L2/L3) and act as interim Product Lead to ensure successful go-live, stabilization, and transition of the EPC Connect platform.

Key Responsibilities

1. L2 Support & Incident Management

• Resolve complex incidents (interfaces, integrations, data issues)

• Ensure ServiceNow (SNOW) ticket quality, prioritization, and SLA compliance

• Supervise and support internal L2 resources

• Define and enforce incident management processes and playbooks

2. L3 & SaaS Vendor Management

• Act as primary interface with Ivalua (SaaS provider)

• Manage escalation of:

o Critical production incidents

o Performance issues

o Platform defects

• Ensure end-to-end resolution and root cause analysis

3. Product Enhancement Ownership (Product Lead Role)

• Own and manage enhancement backlog

• Translate business requirements into functional/technical specifications

• Prioritize enhancements with business stakeholders

• Coordinate delivery with:

o Internal L2 teams

o SaaS provider (L3)

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4. Go-Live & Hypercare Leadership

• Act as technical authority during go-live

• Lead incident resolution during hyper care phase

• Monitor:

o Incident backlog

o SLA performance

o System stability KPIs

• Ensure rapid system stabilization

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5. Knowledge Transfer & Capability Build

• Train internal team members (L2 + future product owners)

• Develop:

o Runbooks

o Troubleshooting guides

o Documentation

• Ensure progressive handover before contract end

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Key Deliverables

• Fully operational L2/L3 support model

• Documented incident playbooks & escalation procedures

• Managed enhancement backlog framework

• Go-live readiness and stabilization support

• Weekly reporting:

o Incident metrics

o SLA compliance

o Risks & escalations

• Knowledge transfer completion evidence

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Expected Outcomes

• Stable September go-live with no major disruption

• Controlled incident backlog and SLA adherence

• Effective SaaS escalation handling

• Internal team able to:

o Operate L2 support independently

o Take over product ownership

• Reduced reliance on external support

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Required Profile

Experience

• 8–12+ years in:

o SaaS application support (L2/L3)

o Procurement / Source-to-Pay platforms (Ivalua)

• Proven experience in:

o Go-live and hyper-care environments

o Critical incident management

o Product Lead / Technical Lead roles

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Technical Skills

• Strong expertise in:

o Integrations (APIs, middleware)

o Data troubleshooting

o ServiceNow or similar tools

• Good understanding of:

o ERP / Procurement ecosystem

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Soft Skills

• Strong analytical & problem-solving skills

• Excellent stakeholder communication (Business + IT + Vendor)

• Ability to operate in high-pressure environments

• Coaching and mentoring mindset

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Governance & Reporting

• Reports to: Procurement Digital Lead (Alex Amoudan)

• Interfaces with:

o L1 Super Users

o L2 Technical & Functional teams

o Business Owners

o SaaS provider (Ivalua)

Reporting cadence

• Weekly operational report

• Risk & escalation tracking

• Transition progress monitoring