Senior Application Support Engineer

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity. MAIN PURPOSE Richemont is seeking a talented and highly motivated Senior Application Support Engineer to play a key role in the digital transformation of our luxury Maisons, with a specific focus on strategic Legal solutions. You will be instrumental in supporting and improving these solutions within a global environment. As a Senior Application Support Engineer you will work in a global environment with highly distributed teams in different countries and time. You will be part of Richemont Group Technology and will be assigned to the Other Corporate Apps team (part of Finance team) in the Group Technology Business Foundation department.Our team is dedicated to providing high-quality support for critical business applications, enabling our Legal teams to operate efficiently and effectively. You will work on strategic technology programs with a strong focus on the digital stack (front-end, back-end and integration layers, middleware & security) in order to support/improve Legal solutions while considering business objectives, user requirements, technical contexts, and constraints. The programs will cover key areas such as Matter management, E-billing, IP management, Risk management  and various technology architecture (SAAS, API management, Sharepoint Online, SSO, PowerAutomate, PowerBi, SAP integration, …) KEY RESPONSIBILITIES Ensure the smooth operation and availability of legal business applications. Provide comprehensive support to business users (including VIPs) on Legal and IP applications, including operational troubleshooting in coordination with L1, L2 supports, other GT teams, and potentially vendor support teams. Provide and maintain up-to-date Knowledge Base referential for the Legal applications to the L1, L2 support teams. Create and maintain comprehensive documentation for Legal applications, including troubleshooting guides, FAQs, and training materials. Implement and maintain security best practices for Legal applications, ensuring compliance with Richemont's security policies and industry standards. Provide technical expertise with a good understanding of business needs. Collaborate with technical Cloud service provider teams to guarantee operational services. Provide user training and support, ensuring users can effectively utilize the applications. Understand global IT strategy and align with Group architecture recommendations. Attend and contribute to technical discussions with Vendors during RFP and annual technical review, ensuring scalability, performance, and security. Contribute to cyber assessment and pentest with cyber team on technical aspects. Contribute to the implementation and integration of new solutions. Contribute with the other teams to define/improve automation tools/processes. Use monitoring tools to track application performance, identify potential issues, and proactively address them before they impact users. Ensure third-party products fit in the organization ecosystem Collaborate with the Enterprise Architecture team for the implementation of standards Review processes, operations and implementations to ensure compliance with regulations standards and security requirements REQUIREMENTS B.Sc. or MSc in Computer Science, Software Engineering or related field 5+ years of experience as an Application Support Engineer or Analyst, with at least 2 years of experience supporting enterprise-level applications. Very good knowledge of service delivery management core areas (ITIL framework, SLA, incident management, service delivery processes, problem management, change management, configuration, service reporting, customer service,..) Ability to communicate with business teams (VIP support) with a strong customer service focus Experience with IT Service Management (ITSM) tools and processes Hands on experience with technology concepts such as Cloud Hosting, Document Management system, API management (Kong), SSO (oAuth, OIDC, SCIM), PowerAutomate, PowerBI, SAP integration, SharepointOnline (permission, content management, retention policy). Solid experience with SharePoint Online, including managing permissions, content management, and retention policies. Experience in integration projects (using RESTful api) Experience with Power Automate for designing, building, and maintaining business workflows Experience building dashboards and reports using Power BI or similar data visualization tools to support business users. Experience in Agile methodology (Scrum, kanban, backlog in Jira) Proven ability to thrive in a fast-paced, global environment, managing multiple priorities and collaborating effectively with distributed teams Proficient in using Datadog for application monitoring, dashboard creation, and alerting (dashboard setup, RUM,..) is a plus Familiarity with DevOps principles and practices, including continuous integration, continuous delivery, and infrastructure as code. Experience with Git, CI/CD tools (e.g., Jenkins, GitLab CI), and containerization technologies (e.g., Docker) is a plus Fluent English is required; French is a plus. #Richemont #WeCraftTheFuture