E2E Lead Support Engineer (Experienced Level Professional)

E2E Lead Support Engineer (Experienced Level Professional)

Michelin is hiring!

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THE OPPORTUNITY
As the E2E Lead Support Engineer, your role will be to contribute to the acceleration of our transformation towards best practices resulting in operational excellence. This will help our Build and Run teams to sustainably improve the quality of service of the systems they build and operate, and make the Support activity less burdensome.
You will work with a transverse team to support the different business processes encompassing Order Management, Invoice to Cash and Supply Chain among others.  The E2E Lead Support Engineer will be responsible for over 50 applications and over 6 different business processes.
 

WHAT YOU WILL DO

• Participate and enrich the E2E transformation plan within the entity in collaboration with the E2E support towers, Squads L3 and SRE Core team.
• Participate in a culture of measurement, observability (usage measurement, operations, etc.) and collection of key events that can strengthen our proactivity, reduce our MTTD (mean time to detect) and improve capacity management.
• Support the process of improving the efficiency of the entity (Proposal of innovative automation solutions, etc.).
• Work with full-stack architects :
  • To improve the level of resiliency of applications (operability patterns).
  • Contribute to improving the quality of the documentation for operations (runbooks, knowledge base) and the quality of data in the operations data referential.
  • Improve obsolescence and security vulnerability management.
• Strengthen the means of diagnosing and resolving technical problems.
• Every day, you demonstrate the application of Agile & Lean values such as collaboration, transparency, courage and humility in order to promote teamwork
• You continuously think about how to become more efficient, then fine-tune and adjust your standards.
• You help other E2E Support Engineers to set up Support best practices and support ways of working.
• You actively contribute to the problem management and organizational change process to reduce the number of incidents and MTTR (mean time to repair), and improve the usability of solutions.
• Encourage a culture of continuous improvement by fostering collaboration between development and operations teams and prioritizing initiatives that improve system reliability.
• Help the collaboration between the RUN and BUILD activities of the domain.

WHAT YOU WILL BRING

• Bachelors Degree or equivalent experience
• 10+ years experience in IT roles
• Experience in making Data Driven decisions
• Proficient on the best site reliability engineering practices, ITIL frameworks including Incident Management, Problem Management and Knowledge Base Management.
• Competent with monitoring solutions: Splunk, ELK, Grafana, Open Telemetry
• Competent  with scripting languages: Shell scripts (Bash, Korn, etc), Git, Ansible
• Help to anticipate issues for  IT operations
• Customer Focus
• Knowledge of Lean & Agile organizations
• Problem Solving

Not required, but advantageous to the role:

• CI/CD: Jenkins, GitLab
• Cloud providers: Azure, AWS
• DevOps experience and knowledge

#LI-HIRINGMICHELIN

Inspire Motion for Life: Apply Today!

As the leading mobility company, we work with tires, around tires and beyond tires to enable Motion for Life. Dedicated to enhancing our clients’ mobility and sustainability, Michelin designs and distributes the most suitable tires, services and solutions for our customers’ needs. Michelin provides digital services, maps and guides to help enrich trips and travels and make them unique experiences. Bringing our expertise to new markets, we invest in high-technology materials, 3D printing and hydrogen, to serve a wide a variety of industries—from aerospace to biotech. Headquartered in Greenville, South Carolina, Michelin North America has approximately 23,000 employees and operates 34 production facilities in the United States and Canada.

MICHELIN® tires have been ranked the #1 Tire Brand across major categories and segments by industry experts and consumers alike. For nearly three decades we’ve been recognized for our achievements in Customer Satisfaction, Performance, Durability, Technology and Innovation.

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