Bilingual IT Support Manager (Hybrid, TN)
Position Overview: The Incident Response Team (IRT) plays a critical role in maintaining operational stability and efficiency within our organization. We are seeking individuals with a unique blend of technical expertise and strong soft skills to effectively manage and respond to incidents, collaborate with cross-functional teams, and uphold service reliability standards.
Key Responsibilities:
Soft Skills:
- Analytical Thinking: Ability to analyze complex data and information to identify and understand underlying issues.
- Effective Communication: Proficient in oral and written English communication across various platforms (chat, status page updates, email, phone/video calls).
- Teamwork and Collaboration: Collaborate with product teams, understand service dependencies, and engage in effective problem-solving.
- Time Management and Organization: Plan and communicate maintenance schedules, manage major incidents, and coordinate activities.
- Problem and Change Management: Implement and adhere to problem and change management processes.
- Professionalism and Work Ethic: Demonstrate accountability, decision-making skills, and stress resistance in handling critical incidents.
- Access and Utilization of Services: Proficient in utilizing key tools such as PagerDuty, Aviatrix, monitoring dashboards (New Relic/Grafana/Kibana), Atlassian Suite (Confluence and Jira), Slack, Google Voice, and external vendor portals.
Technical Skills:
- Version Control (Gitlab): Maintain and update code repositories, manage security patching, and facilitate CI/CD processes.
- Programming Languages: Proficient in Golang, Python, and shell scripting for troubleshooting and code adaptation.
Additional Responsibilities:
- Maintain outage overview and coordinate learning reviews.
- Handle in-app notifications and external vendor escalations effectively.
- Engage in continuous learning and adaptation to emerging technologies and tools.
Qualifications and Experience:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Proven experience in incident management, preferably in a fast-paced environment.
- Strong understanding of cloud-based services and networking principles.
- Certification in relevant technologies (e.g., AWS, Azure, etc.) is a plus.
- Ability to thrive in a collaborative and dynamic team environment.
Attributes:
- Detail-oriented with a proactive approach to problem-solving.
- Ability to adapt quickly to changing priorities and requirements.
- Excellent interpersonal skills with the ability to work effectively across teams and levels of the organization.
What We Offer:
- Immediate start date (Asap)
- Competitive salary
- Performance-based bonuses
- 20% additional pay for night shifts worked between 9 pm and 6 am
- Mandatory on-site work for the first two months, then a hybrid model based on autonomy level and KPIs
- 40 hours per week, equivalent to 8 hours per day worked
- 24/7 Coverage, 2 days off with flexible shift and rest day arrangements
- Work on Tunisian public holidays with double pay for days worked, based on business needs
- Permanent contract (CDI), with 20 days of annual leave
- Paid 4-week training in the first month
Working at Free2Move means joining a tribe where a culture of performance is combined with a great atmosphere. It also means:
- Start-up spirit supported by a large Group 🥇
- Depending on your role, the opportunity to work fully remote from anywhere, in a hybrid model, or at our various offices! ⛵️
- The chance to revolutionize mobility with us! 🚘
- Careful onboarding to get off to a good start 🎁
- Many opportunities for career progression 📈
- Collaboration with diverse international teams 💪🏼
- Involvement in international projects to enhance your experience! 🌍
- Meal vouchers of 5 dinars per day worked
- Group insurance!
- Football matches for unwinding ⚽️
- ...This list is not exhaustive... 👀*Psst...! Here's a tip :) Apply preferably in English 🇺🇲
