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
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.
Support Analyst – 2
KEY EXPECTED ACHIEVEMENTS
Incident management: Incidents are handled from identification to closure, including advanced technical and functional analysis. High visiblity incidents are managed. Focal points of his/her perimeter are ensured in case of crisis.
Service Requests handling: Processing and resolution of complex service requests, ensuring timely and accurate communication with users.
Problem Management: Leading or participating in root cause analysis, coordinating with responsible contributors for patch implementation.
Monitoring/Observability: Leveraging monitoring tools and data to proactively address issues and optimize service delivery. Inputs and requirements of monitoring system are provided to the buid team.
Change Management: Analysis and validation of changes in production, considering their impact on users and providing clear communication. Links with the build team during the process of moving applications to production are ensured.
Continuous Improvement: Active contribution to the continuous improvement of applications, proposing and implementing enhancements. Proactivy and anticipation are provided to prevent issues.
Knowledge Management: Sharing of acquired knowledge, providing guidance and training to team members.
Communication: Accurate communication is provided (direct communication, user callbacks, portals, …)
Service Level Management: performance of his/her perimeter is steered and managed with accurate tools
Operability: contribute to guarantee that the build to run phase is done correctly. including respect of the process itself, but also working with build team to explain expectation of support team
Tutors Support Engineers
Observability Expert
Observability Expert
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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.
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