Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies.
Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world.
In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages.
We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions
Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLAReproduces and document customer problems and escalate them to relevant solution or product development teamsProvides input as required on product and customer specific functionality, configuration and usageDesigns corrective action plans or local workarounds that allow issues to be solved within the SLADocuments ticket resolution and ensure proper communication or reporting to customers on ticket resolution progressMaintains support documentation up to dateCarries out on-site administration and preventive maintenance activitiesPerforms system upgrades at customer premises during post go live period (ramp up/grace period)Ensures procedures are correctly implementedMaintains IT infrastructure and backend components, including hardware and softwareConducts standard and complex analysis in autonomyParticipates to integration workshop as referentCoaches Customer Success EngineersProfile & Other Information