**Company description** Re:Sources is the backbone of Publicis Groupe , the world's third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 5,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients. In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients. **Overview** **Main purpose:** Join our dynamic production support team as a Production Support Lead. In this role, you'll be an integral part of our 24x7 support system for client-facing applications, ensuring smooth operations and resolving production infrastructure-related challenges. You'll excel in adhering to support processes, including SOP, NOC, handover/takeover protocols, and SLAs. **Dimensions:** **Employees managed:** **Direct:** 0 **Indirect:** 0 **Key responsibilities:** In this pivotal role, your responsibilities encompass, but aren't limited to: + Delivering unwavering production support in a 24x7 environment. + Proficiently diagnosing and troubleshooting complex issues, ensuring seamless application performance. + Collaborating with end users to provide guidance and collaborating with cross-functional product teams. + Swiftly addressing client inquiries through our efficient ticketing system. **Business Compliance** + Exhibit an unwavering understanding of and commitment to compliance with all applicable legislation and Publicis Groupe Policies, including Janus, GSO, and IT policies. **Responsibilities** + Spearhead and guide a team of 6 skilled professionals. + Oversee a defined application scope, taking charge of incidents, requests, and changes. + Ensure the achievement of SLA targets for the above-mentioned activities. + Facilitate the transfer of knowledge to development teams whenever expertise isn't available within ISPL. + Foster close collaboration with global OPS teams and other IT departments, facilitating incident coordination, security measures, infrastructure enhancements, development efforts, and more.