Technical Escalation Specialist, French speakers - Tunis
Ariana Permanent Job English, French
en fr
About LittleBig Connection
The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change – they have to get ahead of the game. They need to function as integrated organizations, positioning the best talent at the heart of each project to leverage the right skills at the right time. LittleBig Connection is the solution that connects big companies with external experts looking for the best projects available.We create a direct and transparent link between all companies and stakeholders, big and little, so they can team up more easily than ever before.
Through our two offers:
Connect, our marketplace, allows clients to publish all their requirements (RFPs) for external consulting services. More than 500,000 consulting companies, IT vendors, and freelancers can identify their next projects and submit consultant or candidate profiles.
Rise, our Vendor Management System (SaaS platform), enables the entire ecosystem to collaborate digitally from sourcing to payment. It provides legal support, performance monitoring tools, timesheets, invoicing, and many other features to streamline operations.
As the leading international player in its industry, 25,000 Procurement and IT professionals (such as Auchan, Renault Trucks, Pluxee, Veolia, bioMérieux, Bouygues Telecom) use LittleBig Connection daily in their Big innovation projects and flexibility needs. With the ambition to become the international leader of Total Talent Management, LittleBig Connection is present in 50 countries around the world and has no intention of stopping there: Canada, India, Vietnam, Spain, Mauritius, Tunisia...
Team up with the World is more than our tagline—it’s our reality.
Job description
Your LittleBig responsibilities
LittleBig Connection is actively looking for a Technical Escalation Specialist in Tunis!
We are seeking a
Technical Escalation Specialist (L2, engineering support or equivalent) with a minimum 3 years of experience for an Undetermined Duration Contract at LittleBig Connection, based in Tunisia. The ideal candidate will be responsible for reviewing and diagnosing incident tickets in collaboration with various teams within the organization and driving continuous improvement efforts.
Responsibilities:
Process bug/problem tickets to ensure thorough qualification, addressing all inquiries and accurately defining priorities. Leverage MySQL and MongoDB proficiency to investigate database issues. Collaborate with Product Managers (PMs) or relevant teams like DevOps to ensure appropriate backlog assignment based on ticket priority. Analyse logs in Kibana to extract technically significant information. Delve into technical intricacies to comprehend the data flow between platforms and infrastructure, aiding in incident identification.
Proficiently using API monitoring tools while adhering to SLA compliance for managed tickets. The role also involves maintaining regular communication channels across different stakeholders within our organization, while keeping a user-centric perspective towards incident management. Additionally, you'll have opportunities for proposing improvements or anticipating risks impacting service quality.
Candidate Profile
You're an IT experienced professional who understands how critical it is not only to diagnose issues but also communicate effectively about these problems across diverse teams. Your ability to analyze problematic situations or weak signals allows you propose relevant solutions.
An IT degree (Bachelor, degree computer science or more). Knowledge in WEB technology fundamentals especially web services mechanisms and REST Api's. Ability to read and understand source code of the product (JS / Core Java etc) and being familiar with web development environments. Practical experience in IT incidents response (Analysis/Diagnostic/Troubleshooting/Testing). At least 3 years of experience in support engineer and application consultant roles, demonstrating advanced technical expertise and in-depth knowledge of incident and problem management. Adept at analysing complex technical issues using your strong knowledge of MySQL & MongoDB. Excellent communication skills to maintain regular contact with different department. Experience with ticketing tools such as Zendesk and JIRA and other relevant tools such as Kibana would be a plus. A user-centric perspective and descent understanding the functional impact of incidents. An innovative mindset that drives continuous improvement efforts by proposing improvements or anticipating risks impacting service quality. Being cooperative and good at working in a team. Demonstrate curiosity and a willingness to learn the functionalities of a SaaS product from scratch. Basis knowledge in incident management to do an efficient follow-up on the incident/problem lifecycle Excellent verbal and written communication skills in both English and French.
We are looking for our future teammates, so if you think you fit the profile, don't hesitate to apply!
We look forward to meeting you 😊
LittleBig Connection
Technical Escalation Specialist, French speakers - Tunis
