Lead Support Applicatif Senior F/H

About the role

You will design, structure and lead the support organisation for a service centre covering around ten business applications. Starting from the transition phase, you will ensure knowledge transfer, team up‑skilling and high‑quality N1/N2 support.

Key responsibilities

• Define the operational support model, roles, rituals and rules.
• Participate in recruitment, onboarding, training and internal certification of team members.
• Lead knowledge‑transfer sessions, shadowing and reverse‑shadowing activities.
• Allocate workload and supervise daily N1 and N2 support operations.
• Monitor incidents, requests, escalations, backlog, SLA compliance and service quality.
• Facilitate daily stand‑ups, operational reviews and provide reliable reporting to the Service Delivery Manager and stakeholders.
• Maintain up‑to‑date operational procedures and knowledge base.
• Anticipate training needs, capacity risks and organise continuity plans and backups.
• Drive continuous improvement and identify automation or responsible AI use cases for support.

Required profile

• Higher education in computer science or equivalent professional experience.
• Minimum 7 years of application support experience, including proven team coordination or management.
• Background in a service centre or international environment.
• Fluent professional English.
• Strong leadership, rigor, service orientation and results focus.
• Clear communication in an international context and autonomous decision‑making.

Required skills

• Application Support N1/N2 and Service Delivery.
• ITIL framework.
• ServiceNow or equivalent ITSM tool.
• Capacity Management, SLA/KPI reporting.
• Knowledge Management, recruitment and training.
• Automation and AI usage applied to support (preferred).

What we offer

• Access to a multi‑brand ecosystem covering aerospace, digital, nuclear, pharmaceutical, rail and infrastructure sectors.
• Opportunities to build a tailored career path, develop expertise and work on high‑value projects.
• A dynamic group that trusts its teams and provides the means to succeed.