Michelin, in full Compagnie Générale des Établissements Michelin SCA, is a French multinational tyre manufacturing company based in Clermont-Ferrand in the Auvergne-Rhône-Alpes région of France. It is the second largest tyre manufacturer in the world behind Bridgestone and larger than both Goodyear and Continental.
Support Analyst-1
About the job
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KEY EXPECTED ACHIEVEMENTS
- Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure.
- Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure
- Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches.
- Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
- Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
- Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
- Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.
Observability Expert
About the job
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KEY EXPECTED ACHIEVEMENTS
Installation of monitoring platforms supported by the team (Splunk, Grafana).
Administration and upgrade of the monitoring platforms supported by the team.
Health check of the platforms, analysis of the quality and appropriateness of the data ingested and stored, of the dashboards and queries developed by the users, in order to guarantee optimized performance and cost of the solutions provided by the team.
Develop or support teams optimized dashboards and so queries
Optimize dashboards and queries that have poor performance or degrade overall platform performance.
Develop tools for administration, testing, automated deployment, and monitoring of the solutions provided by the team.
Collect the needs of the development and infrastructure teams, with a proactive and pedagogical approach in order to help them identify interesting monitoring cases based on the data available to them.
Help the development and infrastructure teams to choose the data to be injected into the monitoring platforms.
Audits and reviews of monitoring implemented by development or infrastructure teams.
Coaching and Support to development and infrastructure teams on the tools recommended by the team.
Prospective and technological watch, technical studies, either of new functionalities of the solutions, or of new solutions to be brought by the team.
Participation in the definition of norms, standards and best practices for the use of tools recommended by the team.
Technical Knowledge
A good knowledge of Grafana is essential.
A good knowledge of Splunk
In Addition, Knowledge Is Required On
Operating System: shell on Linux;
LDAP protocol;
Ansible and Python.
Support Engineer
Support Engineer
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KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
Monitoring Activities
Knowledge Management: Lessons learned from activities are ensured to be documented and shared.
Service Level Management: the performance management system is understood and alerts on cases of issues are set.
Support Engineer
Support Engineer
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- Reviewing and working on Security analysis based on reports generated through Security tools.
- Proactively monitoring Security incidents, Manage Incident, assess impact & confirm priority. Ensure technical & functional, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress, working closely with other resolution teams.
- Manage Service Requests (SR) according to expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fulfillment progress until its closure.
- Operate daily/weekly/monthly/quarterly/yearly “housekeeping” activities. Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users
- Contribute to the User Acceptance Test of the projects related to the Service Offering
- Contribute to Knowledge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones.
- Can work on a follow-the-sun mode
KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
Change Management: Participation in the change management process
Problem Management: Participation in the analysis of root causes of incidents
Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.
Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.
Knowledge Management: Lessons learned from activities are ensured to be documented and shared.
Service Level Management: the performance management system is understood and alerts on cases of issues are set.
IT Project Manager
Oracle ERP Context:
- Project Manager in Oracle ERP(FOP) manages project or projects and team members located in different places. Team members can belong to Michelin or partners.
- They are part of a given Delivery Scope under the leadership of Delivery Leader and take care one or several projects by collaborating with Delivery Leaders, Business PM, Product Owners, Process Engineers in some cases and Team Leaders.
- She/he is accountable of the budget and reforecasts for her/his project.
- She/he is responsible to identify risks and propose mitigation plan to respective Delivery Leader.
- She/He works in Communities of Practises with other Project Managers.
- Oracle Project Manager can also be a hierarchical manager for a team
EXPECTED BEHAVIORS
- Embody ICARE
- Create, with peers, a work environment that encourages accountability, collaboration and autonomy within the team and with other teams
- Guide the teams in order to define objectives in line with the objectives of the project/business domain etc
- Adapt the organization of project so that the teams have adequate and sufficient resources to carry out their work
- Define priorities and help teams take them into account to ensure that the workload is adapted to the implementation of these priorities
- Guide the team towards achieving the set results and help them understand the overall vision
- Drive performance by efficient project executions, engaging people to achieve results, drive activity and progress
- Synchronize the delivery of multiple teams and business stakeholders
- Develop people, by helping everyone progress in their mission and by supporting everyone’s professional development.
KEY EXPECTED ACHIEVEMENTS
• Ensure synchronization of project activities (Consolidate capacities, plans, budgets)
• Ensure that the right product/service is produced by the project teams (by ensuring close collaboration with the business, organizing frequent feedback from the users…) and that every team has the same understanding of the value (product/service) to deliver
• Ensure that the right product/service is produced the right way (use work organization that maximize the quality and the speed)
• Solve problems that are raised to his/her level; Raise risks to the right stakeholders
Project teams progress in mastering skills.
Capacities, plans and budgets are consolidated and consistent.
The PDCA approach is anchored in the project which are autonomous in carrying out PSS.
Agile@scale is mastered.
KEY EXPECTED ACHIEVEMENTS
• Ensure synchronisation of several teams (Consolidate capacities, plans, budgets)
• Ensure that the right product/service is produced by the project team (by ensuring close collaboration with the business, organizing frequent feedback from the users…) and that every team has the same understanding of the value (product/service) to deliver
• Ensure that the right product/service is produce the right way (use work organization that maximize the quality and the speed)
• Manage Risks
