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Client Operations

5 months ago

Pune, India Ivalua Full time

About the Team

:
You will be part of the Support Team whose mission is to maintain customer applications, successfully deliver enhancements, updates and upgrades to customers, proactively monitor production environments and take actions to improve the overall user experience and the business value provided to our Customers. The Support Team operates with high quality standards and strong commitment to excellence and efficiency. Our team is very hands-on with a strong mindset of problem solving while also having the ability to think of the implementation holistically and provide solutions that solve the customer’s long-term challenges.
Our team works hard, plays hard and enjoys all indoor and outdoor activities that the company organizes from time to time, so that you can focus, work collaboratively, and be at your creative best. 
Within the IT department, our Client Operations team is of international scope (EMEA, AMER, APAC) and is composed of experts that ensure the proper functioning of the applications provided by Ivalua in SaaS mode. It is the essential interface for the Implementation, Maintenance, R&D and Sales teams.


The team guarantees :

 Compliance with the rules for putting customer applications into production, in accordance with our SLAs The security of the platform in coordination with the Infrastructure, R&D, and InfoSec teamsReporting recurring bugs to R&D and monitoring the implementation of fixesThe stability of the cloud platformThe overall performance of the platform

The team participates in :

The evolution and improvement of the application platform in close connection with R&DDefining the security rules with the InfoSec teamIdentification and resolution of performance issues on customer applications Automation of the platform

What you will do with us : 

 Guarantee the proper functioning of our clients' platforms Participate in solving complex production incidentsImplement changes and evolutions on the systemsParticipate in the enrichment of our documentary libraryParticipate in the optimization of our production systems

Your profile : 
If you have the skills and qualities below, this position could be for you.
In our PUNE office, the team is also responsible for installing and maintaining servers and workstations, hardware, software, and networks, under the supervision of the Global IT Desktop Manager.
Install, configure, test, maintain, and update workstations, as well as server hardware and software, phones, and printers
Diagnose, troubleshoot, and resolve hardware, software, network, or other issues
Provide technical support on-site or via phone or email
Configure computer networks and VPN
Maintains applications and/or virus protection measures
Analyzes network and system logs and identifies potential issues with computer systems
Create proper documentation, diagrams, and other detailed instructions

Skills and Experience :

 Bachelor’s Degree in Systems & Networks or Cybersecurity 5-7years of experience as a System and Network Engineer in a production environmentStrong knowledge of Systems, including Microsoft technologies, and WebStrong network knowledge, including HTTPS, SSL, and SFTP protocolsGood knowledge of Powershell scripting would be a plusGood knowledge of REST API operating principles would be a plusGood understanding of application issues in order to effectively manage priorities Good command of English, both written and verbal, given the international dimension of the team

Desired Qualities :

Rigor, attention to detail, curiosity and autonomyGood communication skills and writing skillsMotivation to evolve in a scaleup, international, dynamic and fast-growing environment.Work on week end (on call at least) #LI-NS1 #LI-HYBRID