Richemont Application Operations Engineer

Richemont, a prestigious conglomerate renowned for its luxury goods, is committed to delivering innovative technology solutions that empower its Maisons and drive business success. As part of the Group Technology division, Richemont offers a dynamic and collaborative environment where professionals are encouraged to excel and innovate.

1. Manage and resolve Level 3 support incidents, ensuring timely resolution and clear communication.
2. Troubleshoot application issues, identify root causes, and implement solutions.
3. Escalate incidents to relevant teams or application editors as needed.
4. Validate bug fixes and ensure they do not introduce regressions.
5. Maintain regular communication with Level 2 support teams and provide guidance.
6. Liaise with application Product Owners and scrum masters to prioritize bug resolution and coordinate deployments.
7. Collaborate with support coordinators and business stakeholders for seamless integration.
8. Create and update knowledge base articles documenting common issues and best practices.
9. Monitor application performance and availability using tools and dashboards.
10. Identify and address performance bottlenecks and security vulnerabilities.
11. Develop and maintain monitoring scripts and alerts.
12. Evaluate and suggest enhancements to improve Customer Service applications.
13. Contribute to the development of IT support best practices.
14. Participate in Agile ceremonies and maintain activity status in Jira and/or ServiceNow.

1. Degree in Computer Science, Information Technology, or a related field.
2. 3+ years of experience in application support or operations.

1. Strong communication and interpersonal skills.
2. Experience with incident management processes and tools (e.g., ServiceNow, Jira).
3. Excellent troubleshooting and problem-solving skills.
4. Experience with application monitoring tools and techniques (e.g., Datadog).
5. Solid understanding of web application architecture and integration patterns.
6. Proficiency in English; additional languages are advantageous.
7. Experience with PEGA and/or SAP ERP is a plus.

A minimum of 3 years in application support or operations, preferably within the luxury goods or customer service industry.

Degree in Computer Science, Information Technology, or a related field.

Richemont offers a comprehensive benefits package, including opportunities for professional development and continuous learning.

Richemont fosters a culture of excellence, collaboration, and innovation. The company values proactive, self-motivated individuals who thrive in a dynamic environment and are committed to continuous improvement.