N1.5 Support and Operations Coordinator Technician

The N1.5 Support and Operations Coordinator is responsible for ensuring the continuity, quality, and improvement of the operational service of the IT systems of our client, which belongs to the insurance industry and has a clear focus on data processing and management. At a high level, this role is expected to lead and coordinate daily operations (morning checks, alert monitoring, job and backup control), ensure continuous service delivery with agreed SLAs/KPIs, effectively manage incidents and escalations, supervise deployment execution and change windows, and maintain the traceability and evidence required by the company's security controls.

Additionally, this role must drive knowledge transfer within the team in conjunction with the client, automate repetitive tasks, and continuously improve, clearly reporting KPIs/SLAs to the management team and acting as the operational point of contact for this service.

• Daily operational supervision:
  • Lead the morning check ("good morning report") and critical nightly checks (e.g., file load validation).
  • Ensure the monitoring and control of jobs, scheduled chains, and backups in AUTOMATE.
  • Supervise the instrumentation of probes/monitoring and integration with Nagios (desirable to have exposure to observability tools such as Dynatrace, Datadog, etc.).
• Incident, request, and problem management:
  • Manage escalations from N1.5 to N2, prioritize and coordinate resolution (includes opening/following up on escalations to N3/manufacturer).
  • Activate war rooms/tech lines in critical incidents and coordinate communications.
  • Supervise the closure and documentation (RCA) of critical incidents.
  • Maintain and improve escalation KPIs (reduce % of inappropriate escalations from N1.5).
• Team coordination (N1.5 and Operations):
  • Coordinate shifts (coverage 7:00-24:00 every day; availability outside of this schedule).
  • Ensure knowledge transfer between N2 → N1.5 and within the team.
  • Manage vacation planning, leaves, coverage, and on-call duties; coordinate handover overlaps and transitions.
  • Review and authorize resource changes according to policy (CVs, interviews, handover plan).
• BAU processes, changes, and deployments:
  • Coordinate production passes and deployment processes, validating evidence and windows.
  • Manage the change calendar and responsible for the CAB in coordination with the client.
  • Control the execution of requests and validate closures in Jira.
• Quality, reporting, and compliance:
  • Prepare and present monthly operational and executive reports on SLAs/KPIs, trends, risks, and action plans.
  • Ensure the service complies with controls and evidence for audits (entitlement reviews, bastion, backups, etc.).
  • Maintain and update the knowledge base and service catalog.
• Quality, reporting, and compliance:
  • Identify automation opportunities to reduce repetitive tasks and escalations.
  • Present a quarterly improvement plan focused on efficiencies and cost reduction.
  • Coordinate documentation, training, and creation of operational procedures.

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• University degree in computer science, engineering, or similar (preferred).
• Minimum of 2 years of coordination experience in IT service management/coordination roles; practical operational experience in a support (N1/N2) and operations environment.
• Approximately 2-3 years of technical experience in operating environments with jobs/batch, monitoring, backups, and deployment management.
• Technical knowledge and skills:
  • Monitoring operation (Nagios, Prometheus/Grafana, Dynatrace, or others) and alarm management.
  • Job/queue and scheduler management (Automate, Crontab).
  • Experience with ITSM/Ticketing (Jira or Jira Service Management) and SLA/KPI configuration management.
  • Basic system administration knowledge (Linux/Windows), script execution, and familiarity with databases and middleware (operational level).
  • Familiarity with virtualized environments (VMware) and backup/restore and cyberrecovery concepts.
  • Understanding of security and audit controls.
• English: intermediate level for interaction with other collaborating companies.
• Non-technical skills:
  • Leadership, coordination, and critical incident resolution under pressure.
  • Effective communication, experience in executive reporting.
  • Continuous improvement and automation orientation.
  • Vendor management, negotiation, and ability to represent the service in committees.

What is it like to work at Deloitte?

🤩 High-impact projects where you will have a long career and learning path

☯️ Hybrid-flexible day-to-day: you will have flexible hours and a good balance between remote work and teamwork in our offices or those of our clients

⚽ Good atmosphere inside and outside the office: you will enjoy several team-building activities per year, cultural and sports activities... and much more!

🧘♀️ Comprehensive well-being: take care of yourself with our physical, mental, and financial health program... and with a medical team in the offices!

🤲 Social impact: You can sign up for a large number of national and international volunteering opportunities and pro-bono projects to put your time and talent at the service of those who need it most

🗣️Feedback and continuous learning culture: you will grow in an inclusive environment where equal opportunities and your personalized training plan will boost your development. Can you already see yourself at the Deloitte University in Paris?

🤝 Exclusive benefits for being part of Deloitte: you will be able to enjoy a wide catalog of benefits and a comprehensive flexible compensation plan