Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion.
European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions.
The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify.
Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence.
Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.
monitors the resolution progress of all tickets and react according to agreed SLAs;
identify unassigned / about to breach SLA tickets and flags them within the team;
checks for incomplete / wrongly opened / assigned tickets and escalates to the responsible team(s);
monitoring the backlog with operational teams : tracks tickets volumes;
tracks and improves end-to-end change process;
checks for new incidents / changes / problems in ticketing tool, clarifies with technicians the possible issues;
Team work :
makes solid efforts to integrate into the team and contributes positively to the team’s objectives;
supports the team in delivering the agreed service quality levels (SLAs);
engages the team leaders in case of doubt, issues;
participates in daily huddles and tries to identify possible blocking points and / or problems inside teams;
manages and facilitates communication with other teams when required;
monitors the actual status of processes implementation and defines continuous improvement plans for operations processes;
continuous tracking and monitoring for standard activities.
assists in producing quality reports;
participates in weekly meetings with technical leaders and managers for reports reviewing;
Reviewing, data analysis and improvement actions :
requests a justification if the number of tickets has increased and ensures that the agreed solution(s) has / have been implemented as planned;
improving self-knowledge and implementing LEAN and ITIL principles in team’s activities.
What we wish from you?
Technical university degree or a similar qualification;
Professional experience in : Ticketing system knowledge; Work instructions / procedures;
IT infrastructure (ITIL Foundations is a plus), knowledge of IT SLA's, Key Performance Indicators;
Customer Relations would be a plus;
You have initiative and flexibility;
You are eager to improve your technical skills;
Deep understanding of English and / or French / German.
We care about our employees' personal happiness through :
We offer training and certifications : Ongoing In-depth training with current and emerging products and technologies;
We have flexible benefits : Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop;
Compensation : offer competitive pay and benefits packages and relocation bonus;
Have extra vacation days relying on your experience.
Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.
Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.