App Ops & Support Leader — On-Prem & Azure Cloud

App Ops & Support Leader — On-Prem & Azure Cloud
Porto
Porto, Porto District, Portugal

ADENES, an international
- claims expertise and services group, is hiring an Operations & Application Support Manager (M/F).

ADENES Group is a leader in
- related expertise and services. With international presence and a strong focus on innovation, digitalization and optimization of our solutions are central to our development strategy.

As part of the scaling of our platform (On-Premise & Azure Cloud), we are seeking an Operations & Application Support Manager to play a key role in structuring and continuously improving our support and application operations processes.

Reporting directly to the CTO, you will lead and grow the support and operations team, ensuring supervision, availability, and performance of our applications and databases.

Main Responsibilities :

• Implement and manage level 2 and 3 support and operations processes for our. NET / Angular applications using SQL Server, Postgre
  SQL, and Elasticsearch.
• Collaborate with level 1 support to optimize service efficiency and quality.
• Work with product teams to improve and streamline deployments.
• Oversee and optimize operations of our On-Premise and Azure Cloud platforms.
• Define and implement monitoring and alerting tools to proactively manage incidents.
• Structure and lead the support and operations team:
• Recruitment, supervision, and training of support/operations technicians
• Organize and monitor daily activities
• Define KPIs to ensure service quality and team efficiency
• Ensure effective incident and request tracking, clear communication with technical and business teams, and escalation processes for complex issues.
• Optimize incident and performance management by defining best practices and implementing SLAs.
• Ensure documentation of procedures and keep them updated in both French and English.

You have a Master's degree in Computer Science (engineering school or equivalent) with at least 5 years of experience managing and operating complex IT infrastructures. Strong communication skills are essential for managing internal and external relationships. You must be able to work in demanding technical environments and manage multiple projects simultaneously.

You must be fluent in both English and French.

Occasional travel may be required.

Required Skills

• Proven experience in level 2/3 application support, operations, and supervision of hybrid platforms (On-Premise & Azure Cloud).
• Mastery of monitoring, supervision, and alerting tools for Cloud and On-Premise environments.
• Team management experience, including recruitment, structuring, and leadership of support/operations teams.
• Good understanding of. NET / Angular application architectures and databases (SQL Server, Postgre
  SQL, Elasticsearch).
• Ability to implement and document support, operations, and escalation processes.

What We Value in You

• Ability to bring together teams around
  - functional projects.
• Team spirit with strong interpersonal and collaborative skills.
• Analytical and
  - making abilities.
• Responsiveness and autonomy.
• Positivity, commitment, and a taste for challenges.
• Dynamism, meticulousness, and excellent interpersonal skills.

What You Will Appreciate About Us

• Close management style.
• Support and internal training programs.
• Career development and internal mobility opportunities.
• CSR policy.
• Respect for
  - life balance:
• Flexible arrival and departure times
• Remote work (after 4 months, 1 fixed day/week and 4 flexible days/month)

Compensation and Benefits

Gross annual salary, based on profile and experience: €43, 000–€53, 000 (including 13th and 14th-month payments).