Operations & Application Support Manager

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.