Subscription And Customer Engagement Platform Operations Engineer H/F PSA Retail France SAS

________________________________________ Context
You will join the Application Operations team working on SCEP Platform.
SCEP Platform : Subscription and Customer Engagement Platform is the platform dedicated for subscriptions of Connected Services for Stellantis cars for B2C and B2B Customers.
It allows customers to discover connected services, eligible to their vehicle, be able to : subscribe (free or paid offers), activate the service by calling the IOT Platform, generate invoices, payments, manage the lifecycle of the subscription.
Currently available for 7 brands, 40 countries, 4 Regions.
The platform is composed of 5 applications, and in relation with more than 30 stellantis systems, managing several thousands of new subscriptions per day.
You will work closely with senior Level 4 engineers, development teams, business teams and other operational levels (L1-L3).
________________________________________ Key Responsibilities
1. Advanced Operational Support
- Handle application incidents escalated from Level 1-3 teams that require in depth investigation
- Troubleshoot functional and technical issues using logs, monitoring tools, and documentation
- Apply known resolution patterns (workaround or final solution) and propose improvements when appropriate
- Escalate complex or unclear cases to senior Level 4 engineers with structured analysis
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2. Incident and Problem Resolution Support
- Contribute to incident resolution activities and major incident calls
- Participate in Root Cause Analysis (RCA) under the guidance of senior engineers
- Help identify recurring issues and operational weaknesses
- Follow up on corrective actions and verify their effectiveness
- Define or use proactive/workaround processes to limit customer impact (monitoring, reporting, analysis and mass catchup to avoid more incidents or face new situations/projects)
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3. Operational Documentation & Knowledge Sharing
- Maintain and update runbooks, procedures, and operational documentation
- Be able to do retro-engineering documentation
- Capture troubleshooting steps and lessons learned
- Share knowledge with L1-L3 teams to improve first level resolution
- Gradually build autonomy on specific application components
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4. Collaboration with Technical and Business Teams
- Work in close collaboration with development, architecture, and infrastructure teams
- Support application releases by performing operational checks and validations
- Contribute feedback on operability (monitoring, alerting, deployment impacts)