- Company Name
- Nexpublica
- Job Title
- GESTIONNAIRE D'APPLICATION F/H
- Job Description
-
Job title: Application Operations Manager (F/M)
Role summary:
Manage and ensure the operational performance, reliability, and quality of key business applications (CRM, ERP, internal tools). Act as the primary liaison between business units, IT, and external vendors, overseeing incident resolution, production deployments, data quality, and user training.
Expectations:
- Deliver 24/7 application availability and adherence to defined SLAs.
- Continuously improve processes, documentation, and data integrity.
- Foster user competence through effective training and support.
Key responsibilities:
- Operate run/support functions: maintain applications, triage incidents and user requests via ITSM (Jira Service Management).
- Coordinate incident, anomaly, and change management with vendors and partners.
- Validate production releases, ensuring quality deliverables and updated documentation.
- Manage Build → Run hand‑over: prepare RUN documentation, procedures, tests, and training; ensure new features are stable before production cut‑over.
- Identify gaps between Build and Run (processes, documentation, alerting) and propose enhancements.
- Serve as RUN subject‑matter expert and mentor for the operations team.
- Monitor and enforce data quality: implement consistency and integrity checks, define data entry rules with business users.
- Track RUN KPIs (incident rates, resolution times, data quality metrics); report on performance.
- Deliver user training: create guides, support materials, and conduct workshops; promote best practices.
Required skills:
- Strong analytical and prioritisation capabilities.
- Excellent service orientation and pedagogical skills.
- Autonomy, adaptability, and technical curiosity.
- Proficiency in French (native) and professional English (for vendor communication).
- Deep understanding of application environments (CRM, ERP, SaaS).
- Solid grasp of business processes and data quality issues.
- ITIL fundamentals (incident, change, MCO).
- Experience with ITSM tools (Jira Service Management, Confluence).
- Basic SQL skills for data diagnostics.
- Familiarity with collaborative tools (Teams, Confluence, SharePoint).
Required education & certifications:
- Minimum Bac +3 in Computer Science, Information Systems, or equivalent.
- At least 3 years in application management or RUN operations role.
- No mandatory certifications required, but ITIL Foundation or equivalent is a plus.