About Atos
Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud, and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societies Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
Role Overview
We are seeking an experienced L1/L2 Support Analyst with a minimum of 6 years of experience in application and technical support. The role will be responsible for advanced troubleshooting, complex incident resolution, root-cause analysis, problem management, escalation handling, and maintaining platform stability across a diverse modern technology landscape.
The ideal candidate will demonstrate strong analytical and troubleshooting skills, take ownership of critical service issues, communicate effectively with stakeholders, and contribute to knowledge transfer and mentoring within the support team.
Key Responsibilities
- Provide advanced L1/L2 technical and application support for business-critical platforms and services.
- Perform advanced troubleshooting, incident investigation, and root-cause analysis (RCA) for complex technical issues.
- Diagnose and resolve incidents across application, integration, API, cloud, and data/AI services.
- Manage and resolve complex incidents, ensuring timely restoration of services and minimizing business impact.
- Participate in problem management, identifying recurring issues and implementing permanent corrective actions.
- Handle technical escalations from L1 teams and coordinate with L3, engineering, development, infrastructure, and vendor teams when required.
- Support platform stability, availability, performance, and operational reliability.
- Monitor and investigate service degradation, failures, integration issues, and application errors.
- Provide technical support across:
- Sitecore
- Next.js / Vercel
- React Native
- Microsoft Dynamics 365
- REST/API integrations and services
- Microsoft Azure cloud services
- Azure data and AI services
- Analyze application logs, API responses, system behavior, and monitoring information to identify the source of incidents.
- Document troubleshooting procedures, known errors, resolutions, and technical solutions in the knowledge base.
- Conduct knowledge transfer sessions and mentor junior support analysts.
- Maintain clear and timely communication with technical and business stakeholders during critical incidents.
- Demonstrate calm and structured escalation management during high-severity or business-critical issues.
- Identify opportunities to improve support processes, operational procedures, automation, and service reliability.
- Ensure incidents and problems are properly documented, tracked, and closed in accordance with agreed support processes and SLAs.
Required Skills & Experience
- 6+ years of experience in application support, technical support, production support, or a similar IT operations role.
- Strong experience in L1/L2 support with advanced troubleshooting responsibilities.
- Proven experience in incident management, problem management, escalation management, and RCA.
- Hands-on troubleshooting experience across one or more of the following:
- Sitecore
- Next.js / Vercel
- React Native
- Dynamics 365
- APIs and integrations
- Azure cloud services
- Azure data and AI services
- Strong understanding of application architecture, integrations, APIs, cloud environments, and production support practices.
- Ability to analyze logs, identify patterns, isolate issues, and determine root causes.
- Experience supporting business-critical applications and high-priority incidents.
- Strong ownership mindset with the ability to drive incidents through to resolution.
- Excellent analytical and problem-solving skills.
- Strong verbal and written communication skills with the ability to communicate technical issues clearly to both technical and non-technical stakeholders.
- Ability to work effectively under pressure during critical incidents.
- Experience mentoring team members and contributing to knowledge-sharing initiatives.
Key Competencies
- Advanced analytical and troubleshooting skills
- Root-cause analysis and structured problem solving
- Incident and problem management
- Calm and effective escalation management
- Strong ownership and accountability
- Platform stability and service reliability mindset
- Stakeholder management and communication
- Knowledge sharing and mentoring
- Ability to work collaboratively across technical teams
Preferred
- Experience working in an ITIL-based support environment.
- Experience with ITSM tools and incident/problem management processes.
- Exposure to application monitoring, observability, and cloud monitoring tools.
- Experience working with distributed application and integration environments.
- Relevant Azure, Dynamics 365, Sitecore, or ITIL certifications are advantageous.
Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.
Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.
Choose your future. Choose Atos.
