Support manager / run team lead

Jeune société de conseil et d'ingénierie, ALPEE accompagne des entreprises industrielles du bassin Alpin sur des missions d'assistance technique et d'expertise.
Voici nos ambitions :
Etre proche des clients, en créant un vrai partenariat long terme avec les entreprises locales (dpt 38,73,74 uniquement)

Etre proche des collaborateurs en leur proposant des projets locaux et en les impliquant dans les décisions de ALPEE.
Si vous vous retrouvez dans ces ambitions, alors ALPEE est fait pour vous !

We are looking for a Support Manager / Run Team Lead to own and industrialize the operational backbone of Data & AI Platform — ensuring that every team relying on our infrastructure gets reliable, well-documented, and consistently available support, 24/7 across EMEA, NAM, APAC and GC markets.

What you will do

1. Own and design the Support Model

- Design and own the L1/L2 support model across all platform domains: Data Engineering, Analytics Engineering, Tracking, and BI
- Define SLAs, escalation paths, and incident management processes adapted to multi-market and multi-timezone constraints (EMEA / NAM / APAC / GC)
- Be the single point of accountability when something breaks — and ensure it breaks less often over time
- Coordinate with the external 24/7 support partner to ensure quality, efficiency, and progressive knowledge transfer toward the core internal team
- Coordinate with IT owners for infrastructure, integration, and incident escalation
2. Document & Structurize

- Map and document all critical platform processes — pipelines, data contracts, monitoring, deployment, access management
- Build and maintain a living knowledge base (runbooks, playbooks, decision trees) that makes every support action repeatable and handoff-proof
- Document technical systems in a clear, accessible way — for engineers and non-technical stakeholders alike• Upskill Product Owners and business stakeholders on platform basics to reduce unnecessary escalations
3. Automate & Build Tooling

- Lead the selection, implementation, and continuous improvement of support tooling (ticketing, monitoring, alerting, on-call rotation)
- Actively use AI to reduce operational toil: intelligent incident routing, automated documentation generation, anomaly detection, resolution assistants
- Prototype automation workflows that reduce Time-to-Resolve and Time-to-Detect
- Evaluate and select tools that scale with team growth — not just what works today
4. Coordinate & Connect

- Participate in delivery planning cycles (PI Planning, sprint reviews) to anticipate the support implications of new platform builds
- Act as the operational interface between the Data Platform team and IT/infrastructure stakeholders
- Be a proactive contributor in the team — bring ideas, flag risks, help others deliver better
5. Drive Operational Culture

- Promote a culture of reliability and accountability within the platform team
- Train engineers and business users on support processes and escalation paths
- Act as a change agent: make support simple, scalable, and progressively invisible thanks to automation
- Promote the use of AI tools (copilots, assistants) to simplify recurring operational workflows
- 5-8 years in data platform support, DataOps, platform engineering, or a similar operational role
- Proven track record designing or running L1/L2 support processes in a data or tech environment (SLA definition, incident management, on-call, runbooks)
- Experience selecting and implementing operational tooling (ITSM, monitoring, alerting)
- Experience in global, multi-market environments with cross-timezone coordination
- Exposure to outsourced / externalized support models and ability to challenge and improve them