{"id":3865796,"url":"https://alion.io/job/trust-it-devops-platform-support-lead-hf","title":"DevOps Platform Support Lead (H/F)","company":{"id":3908483,"name":"Trust IT","domain":"trust-it.fr","url":"https://alion.io/company/trust-it-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"lead","employment_type":"freelance","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":540,"max":570,"currency":"EUR","period":"day","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ArgoCD","optional":false},{"name":"GitLab","optional":false},{"name":"Jenkins","optional":false},{"name":"OpenShift","optional":false},{"name":"ServiceNow","optional":false},{"name":"Kubernetes","optional":true}],"status":"live","first_seen_at":"2026-11-06T09:17:37Z","employer_posted_date":null,"last_verified_at":"2026-11-06T09:17:37Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Dans le cadre du développement et de l'exploitation de la plateforme DevOps du Groupe, nous recherchons un(e) DevOps Platform Support Lead chargé(e) d'animer et de piloter le support utilisateurs de la plateforme.\nLa plateforme met à disposition des milliers d'utilisateurs un ensemble de services et d'outils DevOps et DevSecOps tels que GitLab, Jenkins, Artifactory, OpenShift, ArgoCD, Fortify et les services associés. Le support constitue un maillon essentiel pour garantir la qualité de service, l'adoption des solutions et la satisfaction des utilisateurs.\nLe titulaire du poste sera l'interlocuteur privilégié des utilisateurs pour l'accompagnement, la qualification des demandes, la coordination des résolutions et l'amélioration continue de l'expérience utilisateur.\nTâches attendues :\nPilotage du support utilisateurs\nAssurer le traitement et le suivi des demandes utilisateurs.\nQualifier les incidents, demandes de service et questions fonctionnelles.\nPrioriser les sollicitations en fonction des impacts et des niveaux de service.\nCoordonner les actions avec les équipes de développement, d'exploitation et de sécurité.\nAssurer l'escalade appropriée des incidents majeurs.\nAnimation de la relation utilisateurs :\nAccompagner les utilisateurs dans l'utilisation des services DevOps.\nRépondre aux demandes via les différents canaux de support (ServiceNow, Teams, mails, communautés).\nParticiper à l'onboarding des nouveaux utilisateurs.\nContribuer à l'amélioration de l'expérience utilisateur et de l'adoption des services.\nGestion des connaissances :\nProduire et maintenir la documentation utilisateur.\nEnrichir la base de connaissances et les FAQ.\nIdentifier les demandes récurrentes et proposer des plans d'amélioration.\nCapitaliser sur les retours d'expérience utilisateurs.\nGouvernance et amélioration continue :\nSuivre les indicateurs de qualité de service.\nProduire les tableaux de bord et rapports d'activité.\nParticiper aux analyses de causes racines lors des incidents majeurs.\nIdentifier les opportunités d'automatisation et de simplification du support.\nContribuer à la définition et à l'amélioration des processus de support.\nCoordination transverse :\nTravailler en étroite collaboration avec les Product Owners, équipes de développement et équipes d'exploitation.\nParticiper aux cérémonies de suivi et aux instances de gouvernance.\nPorter la voix des utilisateurs 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