Operations Engineer Senior (M/F/X)

[Internal Opportunity]   Operations Engineer Senior (M/F/X) 

Are you looking to grow or to develop new skills within Hager Group? An opportunity has just come up within the Information Technology & AI department. What if this was your chance to explore a new field, grow your skills, and thrive in a new role?

Dare to apply and join your new team.

What will your responsibilities be?

Within the Digital Delivery team, you will contribute to the smooth operation, support and continuous improvement of our Microsoft Dynamics 365 CRM platform, deployed across Sales & Marketing teams in 17 markets worldwide.

Working at the heart of interactions between users, support teams, Microsoft Dynamics 365 developers and SAP experts, you will analyse incidents, coordinate their resolution and manage them through to confirmed service restoration, while contributing to the continuous improvement of this strategic platform.

More specifically, you will:

• Provide Level 2 application support and diagnose functional or technical incidents affecting Microsoft Dynamics 365.
• Understand, qualify and prioritise requests raised by users and CRM representatives across our different markets.
• Manage incidents end-to-end through to confirmed service restoration, coordinating the involvement of Microsoft Dynamics 365 developers, SAP experts, integration teams or external service providers when required.
• Analyse flows and interfaces between Microsoft Dynamics 365, SAP and other Group applications to identify malfunctions, causes of errors and potential bottlenecks.
• Collaborate with Level 1 support teams, Product Owners, CRM developers and technical experts to deliver appropriate solutions.
• Identify recurring or high-impact incidents, contribute to root cause analysis and implement preventive and corrective actions to sustainably improve platform stability.
• Participate in Agile ceremonies and contribute to the continuous improvement of support processes, practices and documentation.

What about you?

• Master's degree or equivalent in IT, Information Systems or a related field.
• 5 to 10 years of proven experience in the support, maintenance or operation of enterprise applications.
• Excellent knowledge of Microsoft Dynamics 365 and a strong understanding of the challenges faced by users of a CRM platform.
• Proficiency with incident management and development lifecycle tools such as Jira, Azure DevOps or equivalent, as well as Agile methodologies.
• Knowledge of Incident Management and Problem Management processes within a complex application environment.
• Good understanding of SAP environments, application interfaces and data exchanges between applications; experience with Microsoft Dynamics 365 / SAP integrations would be a strong asset.
• Excellent analytical, communication, coordination and prioritisation skills, combined with a minimum B2 professional level of English.

Interested in joining a team of passionate experts?

To learn more, contact Thierry DIRRINGER, the manager of this amazing team straight away. They can’t wait to share their expertise and take on new challenges together with you.

Be bold, the power of internal mobility is in your hands: once your application has been submitted and your manager has been informed, our HR team will contact you for an initial interview with the hiring manager and the HRBP of your future position.